Admissions Counselor

Lightfully Behavioral Health is a growing leader in mental health treatment providing high-quality, evidence-based treatment and innovative, compassionate care focused on total wellness for those struggling with mental health conditions. Lightfully provides treatment on a full continuum of care including residential, partial hospitalization, intensive outpatient, and virtual services. With current communities providing best-in-class care in Southern California markets, Lightfully is positioned for dynamic and high-paced growth.

Welcome to a behavioral health services company unlike those that have come before it. One where leaders believe in the healing and nourishing quality of compassion both in treating clients and caring for our people. A safe place to bring your whole self to work and infuse a bit of your own magic into what you do every day. The Lightfully Shining Commitments reflect our commitment to these principles and encourages our staff to deliver exceptional performance through their authenticity, bravery, and grit. We believe that great things can happen when we create space for people to light fully .

Job Summary: The Admissions Counselor (“AC”) supports clients and families through Lightfully’s 4-phase admissions process to enter the appropriate program and level of care. ACs deliver a concierge-level experience from first contact to day-one arrival, manage an individual caseload, and document every step in the CRM. ACs model Lightfully’s mission and Shining Commitments while collaborating with Clinical, Finance, and Outreach to remove barriers to admission.

Major Responsibilities:

Client Service & Communication

Provide timely, empathetic responses to inquiries from phone, live chat, web forms, and other channels in accordance with service-level targets.

Build rapport, set clear expectations, and keep clients, families, and referral partners informed.

Explain program options, levels of care, and next steps in plain language.

Pre-Admission Documentation

Complete and update all required efforts in CRM (Salesforce) in real time.

Capture referral source, payor details, acuity indicators, and factors impacting request for treatment.

Obtain necessary releases and records; ensure data quality to inform clinical decisions and provide relevant context to program teams.

Clinical & Financial Coordination

Schedule clients for clinical assessments (or obtain necessary records for an abbreviated assessment or records review, as appropriate)

Obtain insurance benefit information to coordinate a Verification of Benefits; transparently discuss financial expectation and patient responsibilities, collaborating with Client Financial Services as needed.

Identify exclusionary criteria early and redirect to appropriate resources when indicated.

Scheduling & Supporting Day-Of Admissions

Align program availability and fit; support census management and admissions preparations.

Offer the earliest clinically appropriate admission time and confirm logistics and arrival details in writing.

Complete reminder calls/texts to reduce no-shows and ensure day-on readiness.

Collaboration & Escalation

Partner with Clinical, Finance, and Outreach to resolve barriers to admissions

Flag escalations and counselor development needs to the Director of Admissions.

Participate in daily huddles, rounds, and case conferences, as directed.

Ensure daily shift coverage and that PTO policies are followed (i.e., no more than two people are scheduled to be out of the office at the same time).

Data, CRM & Reporting

Maintain excellent CRM hygiene; log calls, emails, tasks, next steps, and decisions.

Use reports to manage pipeline and prioritize follow-ups.

Protect privacy and maintain HIPAA compliance.

Specific Skills/Competencies:

Demonstrates ability to communicate effectively and compassionately with patients and families.

Strong skills in motivational interviewing or similar patient engagement techniques.

Ability to explain insurance coverage, benefits, and financial terms in plain language.

Proven ability to remain calm, empathetic, and solution-focused when engaging with individuals in distress or crisis.

Proficiency with electronic health record systems, CRM platforms, or related documentation tools.

Exceptional organizational skills, attention to detail, and ability to work independently in a remote environment.

Excellent written and verbal communication skills.

Must have the ability to effectively present information and respond to questions from leadership, staff, patients, referents, and the public.

Strong customer service skills, attention to detail, and ability to multi-task required.

Proficient in Microsoft Office programs, including Microsoft Word, Excel, and PowerPoint.

Ability to communicate effectively in English, both verbally and in writing.

Ability to communicate and write clearly and professionally is required.

Ability to maintain confidentiality.

Physical Requirements:

Must have the ability to communicate with individuals over phone, electronic correspondence, and in-person.

Ability to operate in occasionally noisy environments.

May be required to stand, sit, stoop, bend, and lift/move up to 20 lbs.

Able to work for prolonged periods sitting at a desk and working on a computer.

Mental/Social Requirements

Must demonstrate working effectively with and showing respect to all clients/patients and staff, including those from diverse ethnic, cultural, religious, socioeconomic, sexual preferences and/or identities, gender identities/expression, and political backgrounds.

Must demonstrate ability to navigate crisis and solving problems independently, using best judgment and critical thinking skills.

Must maintain a positive, friendly, and welcoming attitude with staff and clients at all LBH facilities and within the organization.

Must utilize professional communication when addressing issues with clients or staff.

Qualifications: 

Bachelor’s degree or equivalent experience

At least 1 year of patient-facing experience in healthcare, preferably in behavioral health or admissions, required.

Must pass extensive background check.

Experience working in CRM platforms or electronic health record systems, required; Salesforce experience preferred.

This is a remote position and requires the ability to perform all duties and responsibilities at home.

The pay range for this role is $21-$31/hr. 

  At Lightfully, we believe in caring for our team as much as we care for our clients. We offer a comprehensive benefits package designed to support your well-being, growth, and work-life balance. Our benefits for full-time employees include:

Competitive compensation

Medical, dental, and vision insurance 

Paid time off

Self-care days 

401(k) plan

Continuing education and professional development opportunities

Employee assistance program (EAP)

A supportive, mission-driven culture that values authenticity, connection, and integrity