Admissions Manager (Sales & Customer Service)

This position is responsible for establishing relationships with new clients seeking treatment for addiction and mental health issues. At an early sales stage, the Admissions Manager performs lead screening to determine qualified prospects. After which, the Admissions Manager works closely with clients and family in the pre-treatment, during-treatment, and post-treatment phases with attention, care, and compassion to provide the best services and superior satisfaction. This position works also closely with the marketing team in turning prospects into clients before handing over the clients to the Clinical, Medical, and Support teams into a treatment process. This position requires a high level of patience, empathy, and general knowledge of addiction rehab or mental health settings. Occasionally, the incumbent might be required to work extra hours, including overnight and on weekends.

Job Descriptions

Salesperson

• Possess thorough knowledge on products and services.
• Determine the quality of leads
• Turn qualified prospects into clients with accurate identification of their needs.
• Earnestly build and maintain good relationships with clients & their families, relevant professionals.
• Welcome potential, and new clients, as well as professionals onsite and answer questions of concerns.
• Accurately assess prospect needs and provide assistance and information on their solutions.
• Comprehensively collect preliminary information of clients: a state of biological, psychological, and social wellness to gain a clear understanding of their requirements.
• Propose a suitable treatment programme and the length of stay upon clients needs to elevate their issues by analyzing the collected data.
• Provide follow-up solutions to the clients concerns and dilemma.
• Actively reengage with prospects and reconnect with passive leads.
• Work with team members and the Marketing teams to analyze data, market ,and industry trends to generate sales opportunities, improve sales strategies and relevant work processes.
• Periodically follow up all clients after discharged.
• Maintain good relationships with discharged clients and explore further sales opportunity.
• Consistently update sales activities on the CRM and complete the EMR for arriving clients
• Deliver a monthly sales report.

Admission Coordinator

• Work with the Office Coordinator to ensure smooth admissions and administration processes
• Act as a contact person for client inquiries during travels.
• Effectively collaborate with the Operations team in preparing travel and residential arrangements.
• Liaise with referring healthcare professionals regarding clients previous or ongoing medication or psychotherapy
• Handle any refunds or exchanges.
• Regularly monitor all clients treatment progress and their extension together with the family and the focal therapist.
• Respond to clients inquiries and handle complaints with maturity.
• In case of medical emergency/ discharge against advice/ legal actions, proactively act as a key coordinator between clients family, client, the clinical team, the centre, and external parties to ensure efficient and timely emergency management.

Qualifications:

• Bachelors Degree, Business, Marketing, Psychology, Social Worker, or Mental Healthcare, or another related field is preferred.
• Minimum 5 years of experience in Customer Service in any industry, Sales Associate, Sale Representative, in a luxury brand preferred.
• Experience in the healthcare industry is highly preferred, and in the hospitality, industry is preferred.
• Basic understanding of customer service practices, courtesy, and professionalism.
• Track record of achieving targets is a plus.
• Proficient in Thai and English written and verbal communication.
• Outstanding customer service skills, problem-solving skills.
• Personable with courtesy, friendliness, professional appearance, and emotional maturity.
• Strong influencing and negotiation skills.
• Proactive collaboration with diverse teams across the company.
• Multitasking, detail orientation and able to work under pressure and high expectations from clients.
• Well organization and basic Math skills.
• Proficient with Microsoft Office. Experience with CRM is a plus.
• Availability to work flexible shifts.