Admissions Coordinator

The Emily Program; Durham (NC); On-site; USD 34,000 - 43,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Disability insurance

Life insurance

401(k) matching

Paid time off

Holidays

Job summary

The Emily Program is seeking an Admissions Coordinator for our Durham, NC location. You will serve as the single point of contact for prospective clients, guiding them through the admissions journey from inquiry to placement across levels of care.

Join a mission-driven team delivering compassionate, action-oriented care in a fast-paced environment. Onsite schedule includes two full-time roles with varying shifts and a focus on access to treatment and census goals.

Qualifications

• 1–3+ years of experience in healthcare admissions, intake coordination, healthcare sales, or related client-facing role required.
• Experience in behavioral health, eating disorder treatment, healthcare sales, or high-volume call center environments preferred.
• Sales/customer service experience preferred.
• Experience working directly with clients, families, or patients in emotionally sensitive situations strongly preferred.
• Experience managing multiple priorities and workflows in a fast-paced environment preferred.
• Familiarity with insurance verification, healthcare scheduling, or admissions processes preferred.

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 and share health insurance benefit quotes for recommended services.
• Conduct routine follow-ups with prospective clients.
• Support census goals by facilitating timely and appropriate admissions across levels of care.
• Monitor program capacity and collaborate with teams to optimize admissions placement opportunities.
• Track client progression throughout the admissions pipeline and maintain status updates.
• Escalate census concerns, admission delays, or placement barriers as appropriate.
• Accurately create, maintain, and update client records in the CRM, EHR, and other systems.
• Maintain timely and detailed documentation of all client interactions and communications in the CRM.
• Ensure records and workflows meet quality, HIPAA, and standards.
• Utilize internal tracking tools to support visibility and workflow management.
• Maintain accuracy and attention to detail in high-volume documentation.
• Build and maintain relationships with referring providers and internal teams.
• Provide support for escalated or sensitive client interactions with professionalism and empathy.
• Collaborate cross-functionally to ensure a seamless admissions experience.
• Maintain confidentiality of protected health information per regulations and policy.

Job description

4024 Stirrup Creek Drive, Suite 100 Durham, NC 27703

Our vision is a world of peaceful relationships with food, weight, and body image, where everyone with an eating disorder can experience recovery. We believe that exceptional, individualized care leads to lasting recovery from eating disorders. That’s why our teams are comprised of compassionate, dedicated professionals from a variety of backgrounds who collaborate to provide the very best evidence-based care for our clients at all levels of care.

Position Overview

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.

Schedule:

• (2) Available Admissions Coordinator roles both working onsite for a full 1.0 FTE, 40hrs/wk
• (1) Tuesday through Saturday approximately 9:30am to 6:00pm Eastern Time.
• (1)Monday through Friday approximately 11:30am to 8:00pm Eastern Time.

Compensation Disclosure

• Admissions Coordinator Starting Hourly Range: $25.00 - $31.25

Final Compensation offered will be within pay range based on qualifications/experience met for the position

Location

RTP Inpatient and Residential Treatment Center for Children, Adolescents, and Adults

• 4024 Stirrup Creek Drive, Suite 200, Durham NC 27703

How Administrative Coordinators Empower Recovery

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.

Client Engagement & Conversion

• 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

Admissions Coordination & Scheduling

• 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.

Documentation & Systems Management

• 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.

Relationship Management & Support

• 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-functionally to ensure a seamless admissions experience.
• Maintain strict confidentiality of protected health information in accordance with regulations and company policies.

General Duties

• Balance a fast-paced, results-driven environment with compassionate client interactions.
• Adapt to changing priorities while maintaining performance standards.
• Provide team support and coverage (e.g. PTO coverage) as needed or assigned.
• Adhere to time management policies and procedures (e.g. on/off queue procedures, break schedules, etc.)
• Perform other duties as assigned.

Qualifications

Professional Qualifications:

• 1–3+ years of experience in healthcare admissions, intake coordination, healthcare sales, or related client-facing role required.
• Experience in behavioral health, eating disorder treatment, healthcare sales, or high-volume call center environments preferred.
• Sales/customer service experience preferred.
• Experience working directly with clients, families, or patients in emotionally sensitive situations strongly preferred.
• Experience managing multiple priorities and workflows in a fast-paced environment preferred.
• Familiarity with insurance verification, healthcare scheduling, or admissions processes preferred.

What we offer: Employee Benefits: We understand the importance of a well-rounded benefits package. That’s why we’re dedicated to providing a range of plans to meet your needs.

For full-time employees, we offer:

• HSA and PPO insurance with HSA or FSA options (Blue Cross Blue Shield)
• Vision insurance (EyeMed)
• Short-term and long-term disability insurance
• Company-paid life insurance
• Company 401(k) matching for up to 50% of your contribution, up to 6% of your compensation

Paid time off is a crucial part of maintaining work and life balance. Our generous PTO plan accrues annually and begins with your first whole pay period. Eligible employees enjoy seven paid holidays and one floating holiday in addition to their regular PTO.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in The Emily Program’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.