Closer Role - Senior Admissions Coordinator
A Closer is a Senior Admissions Coordinator at Tulip Hill Healthcare who takes qualified calls from Openers and guides the caller through the final stages of the admission process. You are the person who helps them make the most important decision of their life: committing to treatment.
Why This Role Exists
By the time a call reaches you, the Opener has already:
- Established initial rapport
- Qualified that the caller needs treatment
- Gathered basic demographic information
- Identified that this is a serious inquiry
Your Responsibilities
- Deepen rapport through your recovery experience
- Conduct thorough discovery to understand their story
- Identify their emotional hot button (their deepest fear)
- Present a tailored solution that speaks directly to their needs
- Handle objections with confidence, empathy, and clinical reasoning
- Close them to admission (same-day or next-day)
The 7-Phase Closer Journey
Warm Handoff
Receive transfer from Opener and re-establish rapport using your recovery experience
Discovery
Learn their treatment history, substance use, and mental health overview
Fact Finding
Identify motivation, hot buttons, and what made them call today
Tailored Presentation
Match program features to their specific needs and hot button
The Close
The assumptive close: "Today or tomorrow morning?"
After the Close
Success Metrics
Secondary Success Metrics
- You set a firm follow-up call for genuinely hesitant callers
- You maintain the relationship even when they don't commit immediately
- You create leverage with families whose loved ones are refusing treatment
The Closer Mindset
Key Principles
Confidence, Not Pushiness
You know treatment works. You've seen it. You've lived it. Your certainty gives them permission to trust the process.
Directness, Not Aggression
You can name hard truths kindly. "If you wait, this gets worse" is not mean—it's honest.
Urgency, Not Manipulation
Every day someone waits is a day closer to relapse, overdose, or death. This is real. The hot button is real. You're not making it up—you're illuminating it.
Empathy, Not Enablement
You validate their fear without validating their excuses. "I hear you" does NOT mean "I agree with your reasons not to go."
Time Allocation
| Phase | Duration | Focus |
|---|---|---|
| Warm Handoff & Rapport | 2-3 minutes | Re-establish connection using recovery experience |
| Discovery | 1-2 minutes | Treatment history, substance use, mental health |
| Fact Finding | 1-2 minutes | Demographics, logistics, hot button identification |
| Expectations | 1-2 minutes | What they're looking for, fears about treatment |
| Tailored Presentation | ~2 minutes | Match program to their story and needs |
| The Close | ~2 minutes | Choice close, handle objections, secure commitment |
Core Frameworks
Hot Button Framework
Identify and ethically use the caller's deepest fear to create urgency and overcome hesitation
Objection Handling
4 frameworks for responding to objections: Feel-Felt-Found, Tie-Down, Assumptive, Boomerang
Loved Ones
Working with families, intervention options, and setting boundaries when loved ones refuse treatment