SERO MENTAL HEALTH

Role Description ADR Wellness, located in Carlsbad, CA, is seeking a dedicated and experienced Psychiatric Mental Health Nurse Practitioner (PMHNP) to join our outpatient mental health team. This position will be remote in California, preferably near the San Diego/Carlsbad area. The ideal candidate will provide compassionate, high-quality mental health care and medication management to outpatient clients. This is a contract/1099 position with compensation based on a 60/40 split. The ideal candidate will be available as needed. - Conduct initial and ongoing psychiatric and physical status based on the presenting symptoms and complaints, establish patient diagnoses, and manage medications for clients in an outpatient setting. - Document clients’ medical and psychological histories, physical assessment results, diagnoses, treatment plans, prescriptions, and outcomes for assigned clients. - Prescribe medications according to approved formulary. - Educate clients and family members about mental health and medical conditions, preventive health measures, medications, and treatment plans. - Administer and review tests in a timely manner on site that might impact the provision of treatment services, including TB, HIV, Hepatitis, drug and alcohol testing. - Perform services according to clinical and timeliness guidelines. - Meet quality expectations of accuracy, completeness, and responsiveness to feedback. - Collaborate with interdisciplinary team members including psychiatrists, psychologists, dietitians, and therapists to develop, implement, and evaluate treatment plans. Qualifications - Licensed as a Psychiatric Mental Health Nurse Practitioner (PMHNP) by the California Board of Nursing (required). - Active licensure, registration, or certification must be maintained in good standing. - Current DEA certification. - Experience working in higher level of care/hospital setting (required). - Ability to demonstrate understanding of a variety of models and theories of addiction, mental illness, and related issues (preferred). - Successfully complete comprehensive background check. - Superior analytical and problem-solving abilities. - Excellent interpersonal and communication skills. - EIN required as an Independent Contractor. Client Relations Skills Requested - Conveys a professional, courteous, caring, and cooperative attitude. - Understands and maintains appropriate confidentiality at all times when interacting with clients, families, visitors, referral sources, and all other contacts. - Exhibits excellent client relation skills as evidenced by supportive and constructive communication with all contacts including personnel, clients, visitors, families, and referral sources. - Utilizes an open, non-judgmental, non-discriminatory, professional, and therapeutic approach to treatment with all clients. - Complies with facility, departmental, and safety policies.

Role Description The Admissions Advisor - Phone Team serves as the first point of contact for all inbound calls, digital leads, and patient referrals, operating as the front-line engagement function for the organization. This role is an excellent opportunity for individuals pursuing an early career in sales, particularly those interested in developing inside sales skills within the behavioral health and addiction treatment industry. It is also ideal for candidates with personal or professional experience in mental health or addiction treatment who possess a genuine understanding of the importance of connecting people to the care they need. The Admissions Advisor is responsible for: - Responding to calls and referrals with urgency and empathy. - Gathering critical demographic, clinical, and financial information. - Guiding prospective clients and families to the next appropriate step, primarily scheduling a biopsychosocial assessment with the Intake/Clinical team. This position operates at the intersection of customer experience, call center operations, and early-stage admissions conversion. Success in this role requires: - Strong communication skills. - Emotional intelligence. - Self-motivation. - Attention to detail. - Performance accountability. Individuals in this role are expected to consistently demonstrate integrity, curiosity, authenticity, honesty, and compassion in all interactions. Qualifications - At least 18 years of age. - Bachelor’s degree minimum with a degree in marketing, sales, communication or related field. - Interest in pursuing a career in sales. - 1–3 years of experience in call center, customer service, sales, or healthcare admissions preferred, or a summer internship in sales or marketing as a minimum requirement. - Demonstrated ability to manage high call volume in a fast-paced environment. - Strong communication, rapport-building, and de-escalation skills. - Proficiency with CRM/EHR systems, call tracking tools, and Microsoft Office. - Ability to accurately collect and document sensitive personal and insurance information. - Understanding of behavioral health or healthcare admissions processes preferred. - Ability to work evenings, weekends, and holidays as needed. - Successful completion of background check and required health screenings. Requirements - Inbound Call Management & Lead Response: - Answer all incoming calls, web leads, and referral communications with urgency, professionalism, and empathy. - Serve as the initial point of contact for prospective clients, families, and referral sources. - Ensure all calls and referrals are responded to in alignment with organizational expectations. - Manage high-volume call queues while maintaining quality and consistency. - Client Engagement & Experience: - Establish rapport quickly using active listening, empathy, and professionalism, especially in high-stress situations. - Provide clear and accurate information about programs, levels of care, locations, and next steps. - Demonstrate strong customer service and solution-oriented communication skills. - Represent the organization and brand consistently and professionally. - Information Gathering & Intake Support: - Collect and document key information, including demographics, presenting concerns, referral source information, and insurance details. - Enter all information accurately and timely into CRM/EHR systems. - Maintain detailed call notes to support clinical and admissions follow-up. - Assessment Scheduling & Coordination: - Schedule biopsychosocial assessments with Intake/Clinical teams based on availability and urgency. - Coordinate scheduling logistics and confirm appointments with clients and families. - Reschedule missed or canceled assessments and manage assessment calendars as needed. - Communicate urgent or high-acuity cases to appropriate team members for escalation. - Insurance & Financial Information Collection: - Collect insurance information and initiate verification workflows per company process. - Educate callers at a high level on insurance process and next steps. - Ensure all required financial and insurance data is complete prior to handoff. - Referral & Internal Coordination: - Communicate timely and effectively with Intake Clinicians, Business Development, and Business Office teams. - Ensure accurate handoff of qualified leads for further assessment and admission decision-making. - Support prioritization of referrals and follow-up activities. - Documentation, Systems & Compliance: - Maintain accurate, real-time documentation in all required systems (CRM, EHR, call tracking). - Always adhere to HIPAA and confidentiality standards. - Track and log all inbound and outbound activity, call outcomes, and next steps. - Follow all defined intake, qualification, scheduling, and documentation workflows in accordance with established standard operating procedures. - Performance & Productivity Expectations: - Meet or exceed key performance indicators, including call and referral response time, call quality, and assessments scheduled rate. - Demonstrate accountability for individual performance and continuous improvement. - Operational Excellence & Team Collaboration: - Collaborate effectively across departments to remove barriers to scheduling and access to care. - Participate in training, coaching, and call quality improvement initiatives. - Availability & Responsiveness: - React and respond to the needs of referred clients in a timely manner. - Maintain flexibility in schedule, including evenings, nights, and weekends. - Professional Standards: - Maintain professionalism, integrity, and compassion in all interactions. - Uphold appropriate boundaries and confidentiality standards. - Communicate clearly, respectfully, and effectively with all stakeholders. - Demonstrate cultural competence and respect for diverse populations. - Adhere to company policies, compliance standards, and Code of Conduct. Company Description