MISSION STATEMENT: 

Partners Behavioral Healthcare finds and restores individuals struggling with substance use and mental health disorders. We provide behavioral health services for justice-involved individuals that need to break free from addiction and criminal thinking, manage mental health, and take control of their lives amidst the complexities of the justice system. Partners Behavioral Healthcare provides compassionate, individualized programs and a community invested in helping clients achieve long-term, lasting recovery giving them the opportunity for reconciliation with self and others, hope in a better life, and a purpose to explore and achieve. 

Admissions Specialist

Reports To: Admissions Manager

Position(s) Supervised: None

FLSA Classification: Non-Exempt

Work Location: St Paul, MN

Hours: 9:00a - 5:30p or 8:30a - 5:00p Monday through Friday

occasional on call hours evenings and weekends

Pay Range: $24.00 - $27.00 per hour plus eligible for bonus incentives

JOB SUMMARY:  

The Admissions Specialist plays a key role in converting inquiries, referrals, and completed assessments into active client enrollment by serving as a confident, responsive, and service-oriented first point of contact for individuals, families, and referral sources. This position is responsible for guiding prospective clients through the admissions process, explaining the value of assessment and treatment services, addressing questions or hesitation, identifying barriers to engagement, and maintaining proactive follow-up until a clear outcome is reached.

This role requires strong phone presence, persuasive and compassionate communication, comfort initiating outreach, the ability to build trust quickly, and the discipline to track each lead from first contact through assessment, admission, decline, or loss of contact. In addition to admissions conversion responsibilities, the position supports intake paperwork, client and insurance verification, scheduling, documentation in Ritten, medical records coordination, and other administrative tasks that support a smooth transition into recommended services.

PRIMARY JOB DUTIES: 

• Respond to incoming calls, referrals, emails, and other admissions inquiries with urgency, professionalism, and a focus on helping prospective clients take the next step toward assessment or enrollment.

• Lead consultative admissions conversations by asking appropriate questions, understanding client needs and barriers, explaining the value of assessment and services, addressing hesitation or uncertainty, and helping prospective clients move toward a timely decision without pressure.

• Return missed calls, after-hours voicemails, faxes, and emails in a timely manner to keep intake and admissions activity moving.

• Initiate outbound admissions follow-up calls, respond to service and next-step questions, and maintain consistent contact with prospective clients, referral sources, and internal staff to prevent leads from stalling in the intake process.

• Own follow-up for prospective clients who have not yet committed, missed a scheduled step, or completed an assessment but have not started recommended services; continue outreach until the individual enrolls, clearly declines, is redirected appropriately, or is no longer responsive.

• Track each inquiry, referral, assessment, and follow-up activity through final outcome, including contact attempts, barriers discussed, client decisions, referral updates, and next steps needed to support conversion to enrollment.

• Provide proactive client follow-up related to intake, scheduling, late or missed programming, and next steps; communicate updates to staff or management and document updates in Ritten.

• Coordinate scheduling and intake activities with efficiency, urgency, and attention to detail.

• Complete intake-related client communication in an accurate, professional, and welcoming manner.

• Obtain signatures from clients as needed.

• Use computer-based systems to verify client demographic, insurance, intake, and referral information.

• Understand and communicate benefit or coverage changes to clients or refer to appropriate billing resources.

• Collect co-pay or deductibles and respond to questions regarding financial assistance programs available. Defer complex questions as needed.

• Upload, organize, and track client intake paperwork in the electronic health record system, Ritten.

• Monitor Ritten multiple times daily, upload faxes, manage incoming client records and miscellaneous documents, submit documentation to client charts, and notify the primary counselor or appropriate staff when follow-up is needed.

• Upload authorizations and submit them via email to the billing specialist.

• Fulfill requests for medical records.

• Identify patterns in lost leads, missed appointments, or stalled admissions and communicate barriers, trends, and opportunities for improvement to the Admissions Manager.

• Support general administrative needs of the admissions area, including limited front-office coverage, opening and closing the facility when needed, and office supply coordination.

KNOWLEDGE & SKILLS: 

• Excellent written, verbal, phone, customer service, and listening skills.

• Possess maturity, patience, understanding and empathy with clients and staff.

• Ability to multi-task, stay productive in a fast-paced intake environment, handle stress, de-escalate, and problem solve.

• Strong facilitation, negotiation, investigation, and mediation skills.

• High-energy, proactive, approachable, and comfortable initiating contact with clients, referral sources, and internal team members.

• Comfortable with consultative sales conversations, lead follow-up, overcoming hesitation, and moving prospective clients toward a clear decision.

• Ability to balance warmth, empathy, and professionalism with persistence, urgency, and accountability for admissions outcomes.

• Ability to maintain composure and professionalism in all circumstances.

• Excellent critical thinking skills and ability to adapt when processes, priorities, or regulatory requirements change.

• Knowledge and understanding of all Partners Behavioral Healthcare processes as it pertains to the 12 Core Functions.

• Ability to maintain the confidentiality of client information.

• Possess the ability to think and act using a solution-focused rather than a problem-oriented approach.

• Ability to be punctual, manage time and rearrange schedule, as necessary.

• Consistently demonstrate a positive attitude and ability to be flexible.

REQUIRED QUALIFICATIONS: 

• High school diploma or equivalent.

• 2-3 years of related experience in admissions, intake, consultative sales, lead conversion, high-volume outbound phone work, call center, customer service, healthcare administration, or a similar fast-paced client-facing environment.

• Ability and willingness to initiate outbound calls, follow up consistently, and guide prospective clients or referral sources toward a clear next step.

• Strong verbal communication skills, including the ability to explain services, address questions or hesitation, and document follow-up activity accurately.

• Ability to pass a MN DHS (Department of Human Services) Background Study.

• Must be able to work 40 hours per week on site. This position is not eligible for remote work.

PREFERRED QUALIFICATIONS: 

• Knowledge and experience using Ritten and Microsoft 365.

• Associate or bachelor's degree in related field.

• 4+ years of related experience, especially in admissions, intake, consultative sales, lead conversion, high-volume outbound phone work, call center work, or healthcare customer service.

• Demonstrated success converting inquiries, leads, referrals, or prospective clients into scheduled services, completed appointments, admissions, or enrollment.

• Computer literacy including experience using an electronic health records (EHR) system.

• Working knowledge of substance use disorder, mental health, behavioral healthcare, intake processes, or addiction treatment services.

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS: 

• Work is performed primarily on-site in an office or clinical setting.

• Frequent interaction with clients, referral sources, clinicians, and internal staff.

• Fast-paced, client-facing environment requiring professionalism, confidentiality, and emotional composure.

• Standard office equipment use including computers, phones, EHR systems (Ritten), printers, and copiers.

• Occasional standing, walking, bending, reaching, or lifting office materials up to 20 pounds.

CONTINUED EDUCATION AND TRAINING: 

• Attend any mandatory staff meetings and trainings.  

• Remain up to date with all current PIR policies and procedures.

WHAT WE OFFER:

Partners Behavioral Healthcare provides free clinical supervision for qualifying trainees and staff, and Clinician AI for charting support. All of our locations have complimentary off-street parking and ongoing professional development, including structured training for SUD groups.

We offer a comprehensive benefits package designed to support your well-being, career growth, and work-life balance. You’ll receive robust health coverage choices—with medical, dental, vision, life, and disability insurance. Our retirement plan includes a 401k with Roth and pre-tax deferral options with up to a 3.5% employer match. We value your time with generous paid time off, six company holidays and your birthday off.

Loan Forgiveness Available!

Partners Behavioral Healthcare offers services in health professional shortage areas, making them eligible sites for Minnesota's Health Professional Loan Forgiveness Programs, which offers loan forgiveness to some licensed professionals.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. 

The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position. 

Partners Behavioral Healthcare is an Equal Opportunity Employer.