Intake and Admissions Associate (PST)

Description:

This is a Full-Time, Hourly role, Monday-Friday, 9:00am-6:00pm PST.

Title: Intake and Admissions Associate 
Reports to: Director, Central Intake
Department/Location: Remote but we are only considering candidates in PST.
FLSA Status: Exempt

Guidelight Health provides insurance-based intermediate levels of care that are structured, transformative, personalized and accessible. Guidelight is an Equal Opportunity Employer. We're passionate about fostering an environment where everyone, irrespective of their race, gender, sexual orientation, or background, feels valued and included.

Summary: 

The Admissions Coordinator at Guidelight Health, reporting to the Director of Central Intake, will play an integral role in ensuring timely access to quality care for clients in need of Partial Hospitalization or Intensive Outpatient Services. As the first point of contact for prospective clients and referring providers, this individual will manage inbound and outbound referrals, assess client needs, and guide them through the intake process with expertise, empathy, and efficiency. Serving as a key connector between Guidelight and the broader referral community, this individual will be deeply knowledgeable about our programmatic offerings, proactively engaging clients and referral partners, educating them on care options, verifying benefits, and coordinating closely with Intake Therapists to schedule clinical evaluations. By setting the tone for what clients can expect from Guidelight, the Intake and Admissions Specialist plays a pivotal role in fostering trust, reducing barriers to treatment, and delivering a seamless, concierge-style client experience from the very first interaction. 

Responsibilities: 

• Client & Referral Access 
  • Serve as the first point of contact for prospective clients and referring providers via phone and web. 
  • Proactively manage inbound and outbound referrals, ensuring timely follow-up and movement through the intake pipeline. 
  • Act as a key connector to the community, building and sustaining relationships with referral partners to drive appropriate referrals into PHP and IOP services. 
• Client Engagement, Education & Sales Acumen 
  • Utilize active listening to understand referral context, uncover client needs, and establish trust. 
  • Educate clients and referral partners on Partial Hospitalization and Intensive Outpatient programs, including clinical appropriateness, structure, and expectations. 
  • Apply consultative selling and motivational interviewing techniques to guide clients toward next steps and support confident decision-making. 
  • Approach each interaction with a conversion-minded mindset while maintaining empathy, ethics, and clinical appropriateness. 
• Insurance & Financial Transparency 
  • Verify insurance eligibility and benefits for PHP and IOP services. 
  • Clearly explain coverage, out-of-pocket costs, and payment options to reduce financial barriers to admission. 
  • Demonstrate a strong working knowledge of commercial insurance, Medicaid, and Medicare. 
• Intake Screening & Scheduling 
  • Conduct initial intake screenings to gather relevant clinical, demographic, and logistical information. 
  • Schedule virtual level-of-care evaluations with Guidelight clinicians and ensure readiness for appointments. 
  • Support clients in navigating technology and understanding next steps to prevent drop-off. 
• Records & Care Coordination 
  • Coordinate the collection and submission of relevant prior medical records from clients and referral sources. 
  • Ensure documentation is accurate, complete, and accessible to clinical teams. 
• Communication, Performance & Systems 
  • Manage high call volumes with professionalism, confidence, and efficiency. 
  • Clearly articulate Guidelight's value proposition and care model, setting expectations for treatment. 
  • Track all client and referral activity in CRM and EMR systems with precision and accountability. 
  • Demonstrate comfort being measured on performance metrics such as responsiveness, conversion rates, and throughput. 

Qualifications:

• Minimum of 2-3 years of prior working experience in intake and admissions in a healthcare provider organization. 
• Comfortable with technology and able to seamlessly navigate between multiple platforms, especially with Customer Relations Management (CRM) and Electronic Medical Records (EMR) platforms.  
• Exceptional interpersonal and communication skills, with a proven ability to handle objections and high-call environments.  
• A natural problem-solver who can navigate client concerns with empathy and professionalism.  
• Commitment to diversity, equity, and inclusion, with the ability to contribute to a culturally competent working environment.  

Preferred Qualifications:  

• Bachelor's Degree, preferably in a health, human services, psychology, or related degree. 
• Experience working in IOP or PHP levels of care, particularly within a high-growth or early-stage environment.  
• Proven success in a call center environment, working across multiple sites or states.