Summary
Overview
Work History
Education
Skills
Websites
Certification
Personal Information
Timeline
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Kristen Shepherd

Kristen Shepherd

Long Beach,United States

Summary

Experienced and compassionate Admissions Specialist with a passion for facilitating the entry of individuals into substance abuse treatment programs. Skilled at navigating the complexities of the admission process, ensuring seamless transitions for clients seeking recovery. Proven ability to achieve a 25% increase in lead-to-admission conversion rates through strategic follow-up rapport building, fostering stronger connections with potential clients. Strong organizational and people skills contribute to effective communication with clients, families, and treatment teams. Demonstrated commitment to maintaining confidentiality, while fostering a supportive environment for individuals on their journey to recovery.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Admissions Coordinator

Faith & Safe Haven Recovery Centers
05.2023 - 02.2024
  • Functioned in a multifaceted capacity for two nationally recognized accredited addiction treatment centers
  • Maintained full accountability for handling phone calls, addressing questions, promoting programs, verifying insurance, coordinating client logistics, and delivering world-class service in each interaction
  • Responded to all incoming calls, screened prospective clients to assess their suitability for admission, and conducted intake assessments based on addiction history, medical background, mental health status, and insurance coverage
  • Scheduled and conducted comprehensive intake assessments, completing all necessary paperwork and recording pertinent information into Salesforce
  • Determined the appropriate level of care for clients based on intake assessment results, which could involve inpatient treatment, outpatient treatment, or a combination of both
  • Communicated with clients and their families, providing information about the admission process, addressing concerns, and answering questions
  • Collaborated with Verify TX and insurance companies to verify coverage, ensuring clients received the maximum benefits under their policies
  • Maintained accurate records in Salesforce for all incoming clients, including admission paperwork, insurance information, and treatment plans
  • Coordinated logistics such as booking flights, Ubers, or car services to guarantee the safe arrival and departure of clients from either facility
  • Collaborated with treatment teams at both facilities to ensure clients received the appropriate level of care and adherence to treatment plans
  • Provided excellent customer service to clients, their families, and other stakeholders in the admission process
  • Developed and maintained relationships with local hospitals and treatment centers to facilitate patient referrals
  • Devised and implemented strategies to enhance admissions and improve conversion rates
  • Execute lead qualification processes within call center campaigns, employing 30 and 60-second buffers to efficiently assess and categorize incoming leads based on predefined criteria
  • Month after month, consistently brining in the most leads.

Admissions Coordinator

Starbridge & Indah Recovery
10.2022 - 11.2023
  • Conducted comprehensive assessments of individuals seeking treatment for drug and alcohol addiction to determine the appropriate level of care
  • Served as the primary point of contact for individuals, families, and referral sources during the admissions process, providing clear and compassionate communication
  • Coordinated the intake process, including gathering necessary medical, psychological, and demographic information required for admission
  • Collaborated with insurance providers to verify coverage and facilitate the pre-authorization process, ensuring a smooth admission process for clients
  • Provided detailed information about the various levels of care offered at the facilities, explaining treatment modalities, duration, and expectations to prospective clients and their families
  • Discussed financial responsibilities, fees, and payment options with clients, providing guidance on available financial assistance programs if applicable
  • Collaborated with clinical teams to ensure a comprehensive understanding of client needs and to facilitate a seamless transition from admission to treatment
  • Maintained accurate and confidential records of all admissions-related communications, assessments, and documentation in compliance with regulatory standards
  • Responded to crisis situations effectively, providing support and guidance to individuals and families in urgent need of admission
  • Participated in community outreach initiatives to raise awareness about the treatment facilities and to establish connections with referral sources
  • Generated and analyzed admission-related reports, providing insights into admission trends, demographics, and any relevant data for facility improvement
  • Preserve communication with clients and their families throughout the admission process, offering support, information, and resources to facilitate a positive and successful treatment experience
  • Achieved a 25% increase in lead-to-admission conversion rates through strategic follow-up protocols, fostering stronger connections with potential clients
  • This accomplishment not only boosted the facility's overall admission numbers but also ensured that individuals in need received timely and appropriate support for their substance use disorder concerns.

Admissions Coordinator

His House New Creation
08.2018 - 10.2022
  • Performed in a multifaceted role for a nationally recognized accredited addiction treatment center in the substance abuse treatment market
  • Handled phone calls, answered questions, promoted programs, verified insurance, coordinated client logistics, and delivered world-class service on each interaction
  • Served as a liaison between clients, families, and facility personnel, executing all billing, financing, reporting, and follow-up activities to ensure a successful and efficient experience
  • Enhanced center awareness and interest through engaging and results-driven marketing initiatives
  • Regularly exceeded monthly intake quotas and ranked #1 for highest monthly private pay clients
  • Maintained current knowledge of community services and available resources to connect uninsured clients with options
  • Displayed sensitivity to the cultural and linguistic needs of clients and families, providing a comfortable and safe space
  • Managed all data/records in KIPU, accurately documenting intake and admissions processes
  • Conducted initial assessments and screenings to determine the suitability of potential clients for admission
  • Communicated effectively with individuals seeking treatment, their families, and referring professionals to gather necessary information
  • Provided clear and detailed information about our treatment programs, admission procedures, and financial arrangements to prospective clients
  • Collaborated with clinical and administrative teams to ensure a smooth transition from inquiry to admission
  • Maintained accurate and confidential records of all communications and assessments
  • Coordinated with insurance providers to verify coverage and assist clients in understanding their benefits
  • Stayed updated on industry trends, treatment modalities, and regulatory requirements to provide accurate information to clients and their families
  • Conducted follow-up communications with clients who have completed treatment to support their ongoing recovery journey.

Financial Care Coordinator

ISV
06.2010 - 08.2018
  • Conducted general data entry in an efficient and accurate manner through employment of excellent computer skills
  • Administered the processing of invoices and the auditing of financial records for program participants
  • Leveraged expertise to perform all-purpose bookkeeping and utilizing broad and in-depth knowledge of accounting procedures
  • Maximized customer and client satisfaction through the delivery of top-quality customer service and support
  • Charted the creation and development of a wide variety of reports by generating various queries, compiling and organizing data, and evaluating and interpreting results
  • Executed the efficient and effective processing of client payments, refunds, and cancellations
  • Oversaw and carried out a wide variety of office duties, including filing, multi-tasking, and various other duties
  • Orchestrated the training and mentoring of new employees of the Finance Department, including office orientation, job duties, computer software, and company policies and procedures
  • Increased Volunteer Participation: Successfully implemented targeted recruitment strategies, resulting in a 20% increase in student volunteer participation in international programs, contributing to the growth and impact of the organization
  • Develop and implement strategies for recruiting volunteers, including outreach to colleges, universities, and relevant organizations
  • Facilitate orientation sessions to onboard volunteers and familiarize them with the nonprofit's mission, values, and program expectations
  • Assess volunteer skills, interests, and goals to match them with appropriate conservation or community development projects abroad
  • Collaborate with program managers to ensure a meaningful and impactful match between volunteers and projects
  • Maintain regular communication with volunteers and families, providing updates, answering queries, and offering support throughout their engagement
  • Work closely with travel agencies and local partners to organize logistics for volunteers, including travel arrangements, accommodations, and project-specific requirements.

Education

Associate degree -

Fullerton College
06.1992

Skills

  • Admissions Specialist
  • Insurance Verification
  • Assessment and Screening
  • CRM/EMR
  • Communication, Written and
  • Time Management
  • Substance Abuse Treatment
  • Salesforce
  • Kipu
  • Documentation and Record Keeping
  • Intake Quotas
  • Lead-to-Admission Conversion
  • Client Logistics
  • Conflict Resolution
  • Crisis Intervention
  • Time Management
  • Patient Advocacy
  • Financial Consultation
  • Rapport Building
  • Billing
  • Empathy and Compassion
  • Customer Service
  • Data Entry
  • Understanding of Medical Terminology
  • Sales Experience

Websites

Certification

  • CCAPP - RADT
  • CPR Certification

Personal Information

Title: Admissions Specialist

Timeline

Admissions Coordinator

Faith & Safe Haven Recovery Centers
05.2023 - 02.2024

Admissions Coordinator

Starbridge & Indah Recovery
10.2022 - 11.2023

Admissions Coordinator

His House New Creation
08.2018 - 10.2022

Financial Care Coordinator

ISV
06.2010 - 08.2018

Associate degree -

Fullerton College

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Kristen Shepherd