Intake and Admissions Associate

Guidelight Health is a cutting-edge behavioral healthcare company dedicated to transforming lives through high-quality PHP (Partial Hospitalization Program) and IOP (Intensive Outpatient Program) services. As a newly launched organization, we are on a mission to redefine the behavioral health industry by delivering exceptional care, utilizing state-of-the-art facilities, and prioritizing the well-being of those we serve. At Guidelight Health, we are building a team of passionate, forward-thinking professionals who are eager to be part of this exciting journey to reshape mental health care. Join us in making a lasting impact!

Description:

Title: Intake and Admissions Associate

Reports to: Director, Central Intake

Department/Location: Remote

FLSA Status: Non-Exempt

Travel Requirement: 0%

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 Intake and Admissions Associate at Guidelight Health, reporting to the Director of Intake, will play an integral role in ensuring timely access to quality care for patients in need of Partial Hospitalization or Intensive Outpatient Services. As the first point of contact for prospective patients and referring providers, this individual will manage inbound referrals, assess patient needs, and guide them through the intake process with expertise, empathy, and efficiency. By setting the tone for what patients can expect from Guidelight, the Intake and Admissions Associate plays a pivotal role in fostering trust, reducing barriers to treatment, and delivering a seamless, concierge-style patient experience from the very first interaction.

Responsibilities:

• Patient Access:
  • Serve as initial point of contact for patients calling into Guidelight seeking care, and for providers referring patients via the phone or the web.
• Active Listening:
  • Work to understand why a patient is being referred, provide connection and offer validation and support.
• Patient Education:
  • Help patients understand what Partial Hospitalization and Intensive Outpatient Programs entail, and whether meeting with a clinician for an assessment could be the right fit for them.
• Benefit Verification:
  • Check whether patients inquiring about services have an insurance that is in network with Guidelight and covers PHP/IOP programs.
• Financial Discussions:
  • Explain patient’s insurance coverage, out-of-pocket costs, and payment options to ensure transparency and informed decision-making prior to admission.
• Intake Screening:
  • Conduct screening assessment to obtain initial information from the patient to aid the clinicians in evaluating the patient and discerning whether PHP/IOP is the right fit for them.
• Scheduling:
  • Schedule initial virtual level of care evaluations with Guidelight Clinicians.
• Records Coordination:
  • Assist patient or provider in sending any pertinent prior medical records and uploading them for Guidelight clinicians to view.
• Patient Guidance:
  • Help patients make sure they have the necessary technology and knowledge to complete initial virtual evaluations.
• Communication & Sales Acumen:
  • Manage high call volumes while maintaining comfort and professionalism on the phone.
  • Clearly articulate Guidelight’s offerings, setting expectations for treatment.
  • Utilize motivational interviewing techniques to support patient decision-making.
  • Approach conversations with a sales-driven mindset, ensuring strong conversion rates.
• Systems & Process Management:
  • Track and maintain detailed, accurate records of all patient interactions, referrals, and intake assessments in Guidelight’s CRM and EMR, ensuring data integrity and compliance.
• Please Note:
  • This role will have rotating shifts between the hours of 8am-8pm at the outset, to serve patients and clinicians needing to coordinate services after hours. These hours may evolve over time as the department grows. 

Required Qualifications:

• Bachelor’s Degree, preferably in a health or human services field of study.
• Minimum of 2-3 years of prior working experience in a healthcare setting.
• Comfortable with technology and able to seamlessly navigate between multiple platforms (e.g. Customer Relations Management (CRM), Electronic Medical Records (EMR)).
• Exceptional interpersonal and communication skills, with a proven ability to handle objections and high-call environments.
• A natural problem-solver who can navigate patient concerns with empathy and professionalism.
• Commitment to diversity, equity, and inclusion, with the ability to contribute to a culturally competent working environment.
• Experience working in an acute mental health setting, preferred not required.
• Prior work within a centralized call center, preferred not required.