Admissions Coordinator

About the role

The Admissions Coordinator serves as the single point of contact for prospective and returning clients, families, and referral sources seeking treatment with The Emily Program. This role plays an essential part in creating a compassionate, responsive, and supportive admissions experience while helping clients access timely, clinically appropriate care. The position blends relationship-centered engagement with consultative communication and operational coordination in a fast-paced, mission-driven environment. The Admissions Coordinator guides individuals through the full admissions journey, from initial inquiry through admission placement, while helping reduce barriers to treatment and supporting client readiness for care. This role is responsible for managing referrals, coordinating pre-admission services, scheduling admissions across multiple levels of care, and maintaining consistent communication with clients, families, referral partners, and internal teams. Success in this position requires strong interpersonal skills, emotional intelligence, attention to detail, and the ability to balance compassion with performance expectations related to access to care, conversion, responsiveness, and census goals. Location: RTP Inpatient and Residential Treatment Center for Children, Adolescents, and Adults, 4024 Stirrup Creek Drive, Suite 200, Durham NC 27703.

Responsibilities

• Serve as the primary contact for prospective clients, families, and referral sources via phone, email, and other communication channels.
• Guide clients and families through all stages of the admissions process with compassion, professionalism, urgency, and responsiveness.
• Engage clients using a compassionate, relational, and consultative approach to encourage movement through the admissions process.
• Conduct a pre-admit screen and share the recommended level of care as determined by a clinical team member.
• Effectively manage objections, assess readiness for change, and motivate clients to pursue treatment.
• Maintain conversion rates and registration targets by tailoring communication to client needs and stage of change.
• Provide clear, accurate information about treatment programs, admissions processes, and expectations.
• Share appropriate community resources when clients are unable to access care.
• Promptly answer incoming calls, including those through an admissions inquiry phone queue.
• Coordinate and schedule any pre-admission appointments (e.g., medical intake).
• Secure admission dates and ensure timely placement into appropriate levels of care (IP, Residential, PHP, IOP).
• Communicate confirmed admissions to internal teams.
• Provide clients with pre-admission materials (e.g. program handbooks and addendums) and share health insurance benefit quotes for recommended services.
• Conduct routine follow-ups with prospective clients.
• Support organizational census goals by facilitating timely and appropriate admissions across levels of care.
• Monitor program capacity and collaborate with operational and clinical teams to optimize admissions placement opportunities.
• Track client progression throughout the admissions pipeline and maintain accurate status updates within internal systems.
• Escalate census concerns, admission delays, or placement barriers as appropriate.
• Accurately create, maintain, and update client records in the CRM, EHR, and other internal systems.
• Maintain timely and detailed documentation of all client interactions, follow-up activities, and admissions-related communications in the CRM.
• Ensure all records, documentation, and workflows meet quality assurance, compliance, HIPAA, and organizational standards.
• Utilize internal tracking tools and reporting systems to support operational visibility and workflow management.
• Maintain accuracy and attention to detail while managing high-volume documentation responsibilities.
• Build and maintain strong relationships with referring providers and internal teams.
• Provide support for escalated or sensitive client interactions with professionalism and empathy.
• Collaborate cross