Admissions Chat Coordinator

About the role

Renaissance Recovery is hiring an Admissions Chat Specialist who will serve as the initial virtual point of contact for potential program participants and their families through digital platforms. This role is responsible for managing real-time chat communications, collecting preliminary information, answering questions, assisting with the intake process, verifying insurance benefits, and coordinating financial discussions, all while delivering compassionate, timely, and professional customer service.

Responsibilities

• Manage incoming inquiries via website chat, email, and other digital platforms.
• Respond promptly to potential clients and family members, providing information about program offerings, admission requirements, and the treatment process.
• Conduct initial pre-screenings and assessments via chat or digital forms to collect essential client information.
• Accurately enter client information into the Electronic Medical Record (EMR) system.
• Generate and distribute digital admission documents to clients and internal teams.
• Verify insurance benefits and complete pre-certifications as needed, coordinating closely with insurance companies.
• Assist clients with financial arrangements, providing information on payment options and negotiating financial agreements where applicable.
• Communicate any identified client concerns or potential challenges to the Clinical and Admissions teams.
• Collaborate with the Clinical Director to identify areas of improvement in the digital admissions process.

Requirements

• High school diploma or GED required
• Minimum 1 year of experience in behavioral health or substance use treatment admissions
• Strong written communication skills with ability to express empathy and clarity through text
• Comfortable using EMR systems, chat platforms, and business software
• Capable of multitasking across multiple conversations and systems
• Working knowledge of insurance verification and authorizations

Skills

• Responsive and empathetic chat-based communication
• Accurate documentation and attention to detail
• Efficient insurance benefit checks and authorizations
• Strong problem-solving and decision-making abilities
• Ability to collaborate across departments and escalate concerns appropriately
• Familiarity with HIPAA and ethical standards in digital healthcare communication

Qualifications

• Understanding of behavioral health, substance abuse treatment, and related admission processes.
• Familiarity with confidentiality regulations and ethical standards in healthcare admissions.
• Working knowledge of insurance policies and authorizations as related to treatment admissions.

Physical & Work Requirements

Primarily computer-based work; must be able to sit for extended periods; occasional lifting of up to 10 lbs (e.g., paperwork, equipment); vision required for screen work and digital form review.