Admissions & Programme Executive

Overview The Winslow is a private residential addiction treatment centre dedicated to delivering compassionate and personalised care to people experiencing substance use and/or behavioural addictions, including co‐occurring mental health conditions. The Admissions & Programme Executive supports the smooth delivery of the client journey at The Winslow, from the first enquiry through admission, residential treatment, and aftercare. This role combines administrative precision with compassionate client service, ensuring prospective clients and families receive timely, accurate, and caring support, and that all elements of the daily treatment programme run efficiently and according to schedule. The ideal candidate is highly organised, personable, and able to manage sensitive information and emotionally charged interactions with empathy and professionalism. Key Responsibilities 1. Admissions Coordination Serve as one of the first points of contact for client enquiries via phone, email, or referral partners, providing accurate and empathetic responses. Manage the admissions phone line and inbox, ensuring timely follow-up and documentation. Support the intake and pre-admission process, including conducting initial screening, arranging clinical assessments, and ensuring necessary forms and consents are completed. Coordinate with the clinical and operation teams to schedule admissions, ensuring all stakeholders are informed and aligned. Assist the Head of Experience in tracking admissions metrics and supporting continuous improvement in the admissions workflow. 2. Programme Administration & Coordination Support the daily execution of the residential treatment schedule, ensuring all group sessions, individual sessions, and wellness activities are accurately reflected in the programme calendar and client timetables. Communicate daily programme updates, adjustments, and special client requests to relevant staff (e.g., clinicians, therapists, operations). Assist in coordinating external service providers as needed. Support the Head of Experience in ensuring that programme delivery meets The Winslow's standards of clinical and service excellence. Collect and log client feedback to support service quality reviews and improvements. 3. Client Experience Support Welcome and assist new clients upon admission, ensuring a warm and organised onboarding experience. Provide logistical and administration support for client requests, appointments, and activities as guided by the Head of Experience. Liaise with relevant teams to ensure client comfort and service expectations are met. Support the maintenance of a calm, professional, and compassionate environment throughout the client's stay. 4. Administrative & Team Support Maintain and update accurate and confidential client information in CRM and ERM systems according to data protection policies. Prepare reports and summaries for regular client experience or case coordination meetings. Assist in documentation, SOP updates, and checklists related to admissions and programme operations. Provide backup support for other client-facing administrative functions when required. Qualifications & Experience Essential Bachelor's degree in Psychology, Business Administration, Hospitality, Healthcare Administration, or a related field. Minimum 3 years' experience in healthcare, hospitality, wellness, or related administrative coordination roles. Excellent written and verbal communication skills. Strong organisational, administrative, and multitasking abilities. Ability to handle confidential or sensitive situations with empathy, professionalism, and discretion. Preferred Experience in healthcare, mental health, or wellness settings. Basic understanding of addiction recovery or willingness to undertake relevant training. Familiarity with CRM, EMR, or client-tracking systems. Skills and Attributes Warm, empathetic, and service-oriented personality with strong interpersonal skills. Excellent attention to detail, follow-through, and time management. Able to manage multiple priorities calmly and effectively in a fast-paced, emotionally sensitive environment. Strong coordination and problem-solving abilities. Comfortable working as part of a multidisciplinary team. Professional in presentation and communication, both verbal and written. Multilingual preferred, particularly in languages commonly spoken across Asia. Demonstrated commitment to quality, empathy, and service excellence. #J-18808-Ljbffr