Residential Referrals Coordinator at The Well NE – Norfolk, Nebraska

Residential Referrals Coordinator
Reports to: Residential Program Director
FLSA Status: Full-Time Exempt

Position Summary:

The Residential Referrals Coordinator is responsible for managing referrals, admissions coordination, transitions, suspensions, and discharges for The Well’s residential programs. This role serves as a central point of communication for residential referral activity and works to ensure timely, organized, and person-centered movement of individuals into, across, and out of residential services.

The Residential Referrals Coordinator is responsible for promptly engaging prospective clients and referral sources, coordinating admission readiness, supporting safe and smooth transitions, and ensuring that critical information is communicated clearly and consistently to the full referrals and residential teams. This role works closely with residential leadership, Recovery Coaches, counselors, case managers, Health & Wellness, AR, and CCBHC providers to support continuity of care and efficient bed utilization.

This position carries the residential referrals phone 24/7, ensures coverage is arranged during time off, and is expected to overcommunicate changes, priorities, barriers, and next steps so that all involved staff are prepared to respond effectively. The ideal candidate is a Certified Peer Support Specialist or is willing to obtain certification and brings strong communication, organization, follow-through, and relationship-building skills to a fast-paced behavioral health environment.

Core Values:

• Show Up with Generosity: You respond to clients, referral sources, and staff with urgency, kindness, and a spirit of helpfulness, recognizing that timely connection matters.
• Check the Ego: You overcommunicate, collaborate, and keep others informed, understanding that smooth admissions and transitions depend on teamwork rather than individual ownership.
• Embrace Diversity: You honor the lived experiences, cultures, identities, and recovery journeys of those we serve and support equitable access to care.
• Grounded in Hope: You believe people can change and heal, and you help them take the next step into services with encouragement, persistence, and professionalism.

Qualifications:

1. Education & Experience

• Bachelor’s degree in human services, behavioral health, social work, psychology, or related field preferred.
• Certified Peer Support Specialist preferred; must be willing and able to obtain training for CPSS certification if not already certified.
• Experience in behavioral health, substance use treatment, case coordination, intake, admissions, residential services, or related human services work preferred.
• Experience working with individuals experiencing mental health and/or substance use challenges preferred.

2. Referral, Admission & Care Coordination Skills

• Ability to manage a high volume of referrals, admissions tasks, transitions, and follow-up activities with strong attention to detail.
• Ability to engage prospective clients and referral sources quickly, professionally, and effectively.
• Understanding of the importance of timely response, continuity of care, and person-centered transitions across levels of care.
• Ability to coordinate with internal teams and external referral sources to facilitate admissions and ongoing service connections.
• Ability to support safe transportation planning and coordinate logistics related to admission timing and readiness.

3. Administrative & Technical Skills

• Ability to accurately document communication, track required steps, and maintain organized records in electronic health record and referral management systems.
• Ability to manage checklists, portals, communication logs, and scheduling details with consistency and accuracy.
• Comfortable learning and using platforms such as Alleva, Dazos, Teams, email, and other technology systems relevant to the role.
• Strong written and verbal communication skills.
• Ability to prioritize urgent tasks, monitor open beds, and keep multiple moving parts organized simultaneously.

4. Professional Attributes

• Highly responsive, dependable, and organized.
• Strong critical thinking and follow-through.
• Comfortable with overcommunication and proactive updates.
• Able to work independently while maintaining strong collaboration with the broader team.
• Calm, flexible, and solution-focused in a fast-paced environment with frequent changes.
• Committed to confidentiality, professionalism, and person-centered service delivery.

Duties and Responsibilities:

1. Referral Management & Prospect Engagement

• Monitor residential referrals and new opportunities to ensure prompt outreach and timely progression through the admissions process.
• Make timely contact with new prospects and referral sources, with priority placed on contacting new prospects within 3 hours of receiving an Opportunity in Dazos.
• Review referral systems, communication logs, and program updates daily to identify priority opportunities and support bed utilization planning.
• Engage prospective clients in accessing and completing portal requirements and assist with barriers to documentation completion.
• Maintain active follow-up with referral sources and prospective clients throughout the pre-admission process.

2. Admissions Coordination

• Coordinate all residential admission steps from initial referral through scheduled admission.
• Complete, track, and ensure follow-through on required pre-admission and admission documentation, checklists, and communication.
• Gather and upload referral materials, evaluations, medication orders, releases, and other required documentation.
• Notify the Residential Program Director when sufficient information is available to determine likely service needs and clinical fit.
• Communicate acceptance status, next steps, expectations, and admission logistics to clients and referral sources.
• Coordinate admission timing, safe transportation arrangements, and communication with current providers or institutions.
• Assist with on-site admissions support and help facilitate connection and engagement during the admission process.
• Coordinate with the Residential Program Director to ensure required admission, face-to-face, and billing tasks are completed within required timeframes, including within 24 hours of admission.

3. Transitions, Transfers, Suspensions & Discharges

• Coordinate transfers into residential programs, across residential programs, and out to CCBHC or other levels of care.
• Support continuity of documentation, portal access, scheduling, and chart movement during client transfers.
• Assist in ensuring clients are added to or removed from groups and services appropriately based on admission, transfer, suspension, or discharge status.
• Complete or coordinate chart status changes related to suspensions, including medical leave, therapeutic leave, incarceration, wandering, or elopement, and ensure AR is notified of billing-related changes.
• Support discharge coordination by confirming timelines, facilitating necessary communication, and ensuring required discharge documentation and follow-up steps are completed.
• Coordinate post-discharge chart updates and portal account transitions, when applicable.

4. Team Communication & Operational Coordination

• Serve as a central communication point for residential admissions, transitions, discharges, and bed planning.
• Participate in daily referrals team check-ins and morning huddles to communicate priorities, changes, open beds, and plans for the day.
• Overcommunicate updates, barriers, and changes to the full referrals and residential teams so staff are prepared and aligned.
• Send end-of-day communication to full residential teams regarding planned admissions, transitions, and discharges for the following day.
• Send weekly planning communication each Friday outlining the upcoming week’s admissions, transitions, and discharges to applicable team members.
• Communicate real-time changes throughout the day as plans shift and ensure appropriate staff are informed.
• Coordinate with the Residential Program Director to adjust plans based on staffing changes, bed availability, and client movement.

5. Collaboration with CCBHC and Internal Support Teams

• Coordinate with CCBHC staff for individuals transferring into or out of residential programs or needing interim services.
• Work closely with counselors, case managers, Health & Wellness, peer support, Recovery Coach supervisors, AR, and other internal staff to ensure seamless coordination.
• Collaborate with referral team members and leadership to support efficient admissions processes and appropriate handoffs.
• Ensure relevant staff and departments receive timely and accurate information needed to support client care and operational readiness.

6. On-Call Referral Phone Coverage & Accountability

• Carry the residential referrals phone 24/7 as assigned and respond appropriately to referral-related needs.
• Arrange reliable phone coverage during approved time off and communicate coverage plans clearly to leadership and the team.
• Monitor referral activity consistently and ensure urgent matters are addressed promptly.
• Maintain a high level of accountability for communication, follow-up, and coordination across all referral activities.

7. Documentation, Compliance & Continuous Improvement

• Maintain accurate, timely, and thorough documentation in all required systems.
• Ensure communication logs, checklists, status changes, and coordination tasks are completed consistently and correctly.
• Identify workflow issues, communication gaps, or process inefficiencies and bring them forward to the Residential Program Director.
• Participate in trainings, team meetings, and process improvement efforts related to residential admissions and care transitions.
• Support other residential and organizational initiatives as assigned.

Work Environment & Requirements:

• Regular sitting, standing, walking, phone use, and computer use.
• Frequent communication by phone, email, EHR, and team messaging platforms throughout the day.
• Ability to manage interruptions and shifting priorities in a fast-paced environment.
• Occasional need to assist on-site with admissions and client transitions.
• Must be able to carry the residential referrals phone 24/7 and arrange appropriate coverage during time off.
• May require occasional evening, weekend, or after-hours coordination related to admissions, referrals, or transitions.
• Valid driver’s license, current auto insurance, and reliable transportation required. Mileage reimbursed at the federal rate.