Client Intake and Recovery Specialist

The Client Intake and Recovery Specialist is the frontline of the patient experience at Cliffside Malibu. With a commitment to concierge-style customer service, this individual seamlessly facilitates incoming patients’ admission to Cliffside Malibu’s world-class care. From the first moment of contact, the Client Intake and Recovery Specialist reassures prospective patients that their journey to recovery has now started. This individual understands the expectations of our specialized clientele and handles all the details of nurturing leads and coordinating admission, including clinical assessments, finalizing financial considerations and arrival logistics. Provides high-touch concierge service in alignment with Cliffside Malibu’s luxury brand that includes on-call communication with incoming patients that may be outside business hours, ensuring smooth arrival to our facility and checking in on them upon admission. Possesses superior sales experience  Speaks knowledgeably and passionately about the Cliffside Malibu experience that includes our world-class clinical care and luxury amenities. Makes decisions on appropriateness for care based through needs-based analysis, clinical screening and financial screening. Maintains and nurtures caseload of potential patients via incoming calls, forms and faxes. Establishes partnerships with in-house BD team and external referents. Possesses pattern recognition skills to verify and interpret insurance benefits, communicates patient’s financial responsibility, determines payment terms and collects upfront fees. Oversees all details for incoming patients and prospects, including housing preferences, dietary needs and arrival logistics. Performs initial clinical clearance assessment and consults with clinical, medical, and ops as needed. Possesses exemplary interpersonal skills to effectively communicate with clients, referrals, and other internal staff. Demonstrates active listening skills  Conveys authentic empathy and compassion through words and tone of voice  Manages and prioritizes daily work within acceptable departmental time frames  Maintains impeccable documentation  Possesses critical thinking skills to actively problem solve independently, provide access to care for prospects, patients, families and all callers and make independent decisions based off of clinical, medical, and financial viability Works collaboratively across all departments to expediently remove barriers in access to care