CTM
Kristen Shepherd
Admissions Coordinator | Customer Service Specialist | Sales Representative
Long Beach,CA
Summary
Experienced and compassionate Admissions Specialist with a strong passion for facilitating the entry of individuals into substance abuse treatment programs. Skilled at navigating the complexities of the admission process to ensure seamless transitions for clients seeking recovery. Proven track record of achieving a 25% increase in lead-to-admission conversion rates through strategic follow-up and rapport building, fostering stronger connections with potential clients. Possesses strong organizational and interpersonal skills that contribute to effective communication with clients, families, and treatment teams. Demonstrated commitment to maintaining confidentiality while creating a supportive environment for individuals on their journey to recovery.
Overview
6
6
years of professional experience
2
2
Certifications
Work History
Remote Admissions Coordinator
Faith & Safe Haven Recovery Centers
05.2023 - 02.2024
- Managed a multifaceted role for two nationally recognized accredited dual diagnosis addiction treatment centers, offering comprehensive care services.
- Established strong rapport with clients from diverse backgrounds and demographics, fostering an atmosphere of trust for open communication during counseling sessions.
- Continuously updated professional knowledge by attending conferences, completing continuing education courses, and participating in industry-related workshops to enhance service delivery outcomes.
- Evaluated program effectiveness using data-driven assessments, leading to ongoing improvements in service delivery outcomes.
- Reduced relapse occurrences for clients through consistent follow-up appointments and support group referrals.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Remote Admissions Coordinator
Starbridge & Indah Recovery
10.2021 - 11.2022
- Played a key role in two nationally recognized dual diagnosis addiction treatment centers, managing inbound calls and client screenings.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Developed and updated databases to handle customer data.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Admissions Coordinator
His House New Creation
08.2018 - 10.2021
- Contributed to the success of a nationally accredited dual diagnosis addiction treatment center by managing phone inquiries, promoting programs, and verifying insurance coverage.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Offered comprehensive product knowledge to customers, empowering them to make informed decisions about their care,
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Processed debit and credit card and electronic check payments.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Bachelor of Arts - Business Administration
Fullerton College
Fullerton, CA 05.2001 - 05.1992
Skills
Decision MakingTime ManagementAbility to MultitaskCommunication SkillsProblem SolvingMedical TerminologyInsurance VerificationMedical RecordsBuilding RapportOffice Skills
Customer Relationship Management
Sales closing
Customer Service
Mental Health Support
Patient education and advocacy
Patient confidentiality
Intervention Planning
Data Entry
Call center experience
Certification
RADT, CCAPP
Software
KIPU
Salesforce
EMR
Microsoft Office
Slack
Timeline
Remote Admissions Coordinator
Faith & Safe Haven Recovery Centers
05.2023 - 02.2024
Remote Admissions Coordinator
Starbridge & Indah Recovery
10.2021 - 11.2022
Admissions Coordinator
His House New Creation
08.2018 - 10.2021
Bachelor of Arts - Business Administration
Fullerton College
05.2001 - 05.1992