Weekend Intake & Admissions Specialist

We’re looking for a compassionate, highly organised Weekend Intake & Admissions Specialist to be the first point of contact for prospective patients and families reaching out for support.

This is a phone-focused role where you’ll speak with people who may be distressed, hesitant, or unsure about taking the next step. You’ll need to build trust quickly, understand their situation, gather accurate information, guide them through the intake process, and help move appropriate prospects toward admission.

You’ll also be responsible for detailed documentation, CRM/EMR updates, follow-up, and making sure the weekday admissions team receives clear and complete handoffs.

This role is ideal for someone who is warm and empathetic but also confident, organised, persistent, and comfortable having difficult conversations.

Intake & Admissions

• Handle incoming calls from prospective patients and families.
• Build rapport and create a supportive, professional experience from the first interaction.
• Ask thoughtful questions to understand the caller’s needs and circumstances.
• Guide qualified and motivated prospects through the intake and admissions process.
• Clearly explain next steps and help callers move forward where appropriate.
• Recognise when a caller needs empathy and support versus when a more direct approach is needed.
• Handle sensitive, emotional, and sometimes difficult conversations calmly and professionally.

Follow-Up & Lead Management

• Follow up consistently with prospective patients who may take several days or weeks to make a decision.
• Maintain accurate lead information and follow-up activity in the CRM.
• Track conversations, next steps, and outstanding information.
• Make sure motivated prospects don't fall through the cracks.
• Maintain persistence while remaining respectful and empathetic.

Documentation & Handoffs

• Enter detailed and accurate notes into the CRM/EMR.
• Keep patient and prospect information organised and up to date.
• Document conversations, relevant information, and next steps clearly.
• Ensure clean and complete handoffs to the weekday admissions team.
• Follow established intake and documentation procedures.