Admissions Coordinator

• Education: Bachelor’s degree in social work, psychology, counseling, healthcare administration, or a related field preferred. High school diploma with equivalent relevant experience in behavioral health will be considered.
• Experience: Minimum of 1–3 years of experience in sales, admissions, intake, case management, or client services , preferably within a substance use disorder (SUD) treatment or behavioral health setting.
• Sales Experience: Proven sales experience with a demonstrated ability to build rapport, conduct discovery, identify needs, address objections, create appropriate urgency, confidently ask for the close, and move opportunities toward a decision.
• KPI & Performance: Experience working in a performance-driven environment with measurable KPIs, targets, conversion goals, or sales metrics, with a demonstrated ability to take ownership of individual results.
• Pipeline Management: Strong ability to manage multiple leads and opportunities simultaneously, prioritize follow-up, maintain an organized pipeline, and consistently move qualified opportunities through the admissions process.
• Knowledge Base: Familiarity with addiction recovery, 12-step or alternative treatment modalities, medical/clinical terminology, and insurance verification processes.
• Interpersonal Skills: Exceptional communication, active listening, and conflict-resolution skills. Ability to interact with individuals and families in crisis or emotionally challenging situations with patience, compassion, confidence, and professional boundaries.
• Time Management & Organization: Exceptional time-management and organizational skills, with the ability to prioritize competing demands, manage a high-volume pipeline, and consistently meet deadlines and performance expectations.
• Attention to Detail: Strong attention to detail and accuracy, particularly when documenting client information, coordinating admissions, and maintaining client records.
• Independence & Accountability: Ability to work independently, stay motivated, manage priorities, and maintain productivity in a remote environment while remaining accountable to individual and team performance expectations.
• Adaptability: Ability to thrive in a fast-paced, high-volume environment while maintaining responsiveness, quality, accuracy, and a high standard of client service.
• Technical Skills: Proficiency with Microsoft Office Suite and CRM or inquiry-tracking software.

with Salesforce and EMR systems is considered an asset.

• Compliance Requirements: Must be able to pass a background check and comply with applicable Canadian privacy legislation and CATC policies and procedures.

• This is a remote position requiring a high degree of independence, self-motivation, organization, and accountability.
• May require flexible scheduling, including rotating on-call shifts, weekends, or holidays to accommodate admissions needs.
• Occasional in-office attendance may be required for team meetings, training, professional development, onboarding, or other business needs.
• The position involves frequent telephone and electronic communication with prospective clients, families, referral sources, and internal teams.
• The role operates in a fast-paced, performance-driven environment where responsiveness, follow-up, teamwork, and measurable results are important to success.

• Respond promptly to incoming phone calls, emails, and web inquiries from prospective clients, family members, and referral sources.
• Provide clear, empathetic, and accurate information regarding our facility’s programs, levels of care, treatment philosophy, and daily schedules.
• Build rapport with prospective clients and families, identify their needs and concerns, and support them through the admissions decision-making process.

• Conduct preliminary pre-admission telephone screenings to gather clinical, social, and demographic information.
• Coordinate with the clinical and medical teams to determine the appropriate level of care and ensure prospective clients meet medical and admission criteria.
• Recognize situations requiring clinical or medical escalation and ensure appropriate information is communicated to the relevant team members.

• Manage prospective clients throughout the admissions process, from initial inquiry through admission.
• Use strong sales, discovery, communication, and relationship-building skills to understand client and family needs, address concerns and objections, create appropriate urgency, and confidently move opportunities toward admission.
• Maintain consistent and timely follow-up with prospective clients, families, and referral sources to support pipeline movement and admissions conversion.
• Maintain an organized and active admissions pipeline and proactively identify opportunities and barriers that may impact admissions.
• Work toward established admissions KPIs, including activity, response times, follow-up, conversion, pipeline movement, and admission targets.

• Verify clients' health insurance benefits, out-of-pocket costs, pre-authorizations, and coverage details in collaboration with the billing and finance department.
• Clearly and transparently explain financial agreements, payment options, and out-of-pocket responsibilities to clients and their families.

• Coordinate intake dates, arrival times, and logistical details for incoming residents.
• Ensure all pre-admission paperwork, consents, and legal documentation are completed accurately and securely prior to or upon arrival.

• Work closely with nursing, medical, and counseling staff to prepare for incoming admissions and communicate any special medical, dietary, or psychological needs.
• Maintain open communication with external referrers, interventionists, and case managers while maintaining applicable privacy and confidentiality requirements.
• Develop and maintain strong relationships with external referrers, interventionists, healthcare professionals, and other referral partners.

• Success in this role is measured through both client experience and admissions outcomes. Admissions Coordinators are expected to take ownership of assigned opportunities and consistently meet established standards related to responsiveness, contact activity, follow-up, pipeline progression, conversion and admissions.
• Coordinators are responsible for maintaining accurate and current Salesforce documentation, including opportunity stage, next steps, follow-up dates and disposition/loss reasons. Opportunities should not remain inactive without a documented next action or rationale.
• Performance is reviewed through individual and team KPIs, pipeline activity, conversion results, quality measures and adherence to established admissions processes. Coordinators are expected to actively participate in coaching, call reviews, team huddles, training and performance-improvement activities.

• Maintain accurate, up-to-date client records and tracking metrics within the EMR and Salesforce systems.
• Ensure all operations adhere to applicable Canadian privacy legislation, regulatory requirements, and facility policies.

Founded in 1995, Canadian Addiction Treatment Centres (CATC) operates three inpatient addiction treatment centres, a national network of more than 70 outpatient substance use disorder treatment clinics and specialty pharmacies in Canada.

CATC delivers services in a supportive, compassionate, and judgment-free environment.

We are committed to improving the lives of individuals affected by addiction through a multidisciplinary, evidence-based approach that prioritizes quality care and an exceptional patient experience.

Our outpatient clinics provide walk-in support in person or virtually to enable community-based access to accredited treatment programs.

Our CARE teams provide rapid access to a team of medical professionals, pharmacy services and wrap-around supports to engage patients through stabilization and treatment plans that enable patient success in achieving care goals.

Our inpatient treatment centres provide structured, 24/7 medically supported care in a safe and therapeutic environment for individuals who require intensive stabilization and recovery support.

Care is focused on building a strong foundation for long-term recovery through accredited, evidence-based programming.

Our secure virtual counselling services make care more accessible through flexible, remote connections with qualified professionals.

Please visit www.canatc.ca for more information!

Canadian Addiction Treatment Centres remains an inclusive and equal opportunity employer committed to providing accommodations for all applicants upon request at any stage of the selection process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code.

As part of our commitment to transparency and efficiency, we would like to inform you that we utilize Artificial Intelligence (AI) technologies in our recruitment process to assist in the initial screening and evaluation of applications.