Lead Admissions Representative

Description

 The Lead Admissions Representative provides leadership and operational support to the Admissions team while coordinating client admissions into Axiom Care’s treatment programs. This position not only performs all duties of an Admissions Representative but also assists with training, mentoring, scheduling, and ensuring quality assurance within the intake process. The Lead Admissions Representative plays a key role in maintaining excellent customer service standards, improving workflow efficiency, and supporting the department in reaching performance goals. 

Essential Duties & Responsibilities:
Serve as the first point of contact for escalated calls, questions, or concerns within the admissions team.
Provide training and mentorship to new and current Admissions Representatives.
Monitor team performance metrics and assist the Admissions Manager with reporting and goal tracking.
Coordinate daily team schedules and coverage to ensure seamless client support.
Act as liaison between Admissions and Facility Managers to improve communication and workflow.
Perform inbound and outbound calls with prospective clients, family members, or referral sources.
Assess client needs compassionately and determine program eligibility and placement.
Verify insurance benefits and assist with AHCCCS applications if needed.
Maintain accurate documentation in client records and track call outcomes.
Support community outreach and attend events to represent Axiom Care.
Ensure adherence to culturally and linguistically appropriate services (CLAS) standards.
Assist with department audits, updates to SOPs, and staff development meetings
Perform all other duties as assigned by the Admissions Manager or leadership.

Requirements

Required Skills/Abilities:

• Strong leadership, mentorship, and coaching abilities
• Compassionate and professional communication skills
• Excellent decision-making and problem-solving capabilities
• Strong organizational and multitasking skills
• Ability to work well under pressure and adjust quickly to changes
• High attention to detail and commitment to data integrity
• Proficiency in Microsoft Office and call management systems
• Bilingual (English/Spanish) is a plus
  

Education and Experience:

• High school diploma or GED required; Associate or Bachelor's degree preferred
• Minimum 2 years of experience in admissions, intake, customer service, or a related field
• At least 1 year of experience in a leadership, supervisory, or senior team member role
• Experience in behavioral health or substance use disorder treatment strongly preferred
• Familiarity with AHCCCS and private insurance eligibility guidelines
   

Physical Requirements:

• Prolonged periods of sitting and working at a computer
• Occasional travel for in-person meetings or events (Phoenix Metro Area)
• Must be able to lift up to 15 pounds occasionally