Admissions
Intelligence
Sign in with your @valorbh.com account to access coordinator analytics, call analysis, and training resources.
Dashboard
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Calls Analyzed
—
All time
Avg Quality
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Out of 100
HIPAA Flags
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Need review
Proper Closes
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Intake + callback
Saved Calls
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Bookmarked for review
Coordinator Performance
Top Missed Opportunities
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Recent Calls
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Outcomes & Closing
How calls are ending — follow-ups, intakes, referrals, and resources given
📋 Data Collection Rate
📞 Call Types
💬 Caller Sentiment
Calls by Outcome
Call Log
All analyzed calls, grouped by date
Caller
Coord
Duration
Grade
Type
Flags
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Saved Calls
Bookmarked for teaching moments, kudos, and quick reference
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Coordinator Performance
Individual analysis, trends, and coaching opportunities
HIPAA Compliance Flags
Calls flagged by AI analysis requiring compliance review
⚠ These flags are AI-generated and require human review. They do not constitute legal advice. A compliance officer must review each flag before any action is taken.
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Training Library
Patterns identified from analyzed calls, with scripts and coaching tools
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How Scoring Works
The rubric, methodology, and fairness guidelines behind every call grade
Our Philosophy — Constructive, Not Punitive

Scoring exists to coach, not criticize. Our admissions team keeps census high and genuinely cares about the people calling in. This tool is meant to surface specific moments for growth — not to make anyone feel like they're failing.

A score of 60–74 is average and normal — it means the coordinator handled the call professionally with room to improve specific skills. Scores are benchmarked against the Valor BH Admissions Training Manual, not against a theoretical perfect robot call.

Overall Score Formula

Each call receives a score from 0–100, calculated as a weighted average of 5 competency areas aligned with our training manual and real admissions workflow.

15%
Warmth & Professionalism
Warm greeting per PA Process Step 1, professional tone, calm under pressure, genuine care. "Thank you for calling Valor BH, this is [Name] — how can I help you today?"
25%
Empathy & Active Listening
Acknowledges pain before clinical questions (PA Step 3), lets caller finish, validates feelings — especially when caller is distressed or in crisis. De-escalation always takes priority over administrative steps.
20%
Information Gathering
Collects name, presenting issue, safety status, insurance info for post-call VOB, and referral source. Note: real-time insurance verification is NOT expected on the call — collecting info to submit later is the correct workflow.
15%
Information Accuracy
Correctly describes Valor BH programs, LOC options (PHP/IOP), the dual diagnosis specialty, insurance process, and sets realistic expectations.
20%
Engagement & Closing
Uses the CARE Method — builds rapport, resolves objections, and always closes to a commitment: intake date, callback appointment, or clear next step. Never ends without a defined next action.
Scoring Fairness Rules — Melissa's Guidelines

These rules are baked into how AI evaluates every call. Coordinators should not be penalized for the following:

🔐 MFA / Identity Verification
Identity verification is ONLY required when staff are about to access or disclose specific client PHI — benefits details, account records, etc. Third-party callers (family, referral sources), initial inquiries, and any call where no PHI is being shared do NOT require identity verification. Staff are not penalized for skipping it in those contexts.
📋 Insurance Collection vs. Real-Time Verification
Collecting insurance info during a call and submitting it for VOB afterward IS the correct workflow. Coordinators should not be penalized for not completing real-time insurance verification — that is not operationally realistic. Full credit is given for collecting the information so the VOB can be run.
🚨 Crisis & Emotional Calls
When a caller is in crisis, highly distressed, or emotionally escalated, empathy and de-escalation are the ONLY priority. Administrative steps like identity verification and data collection take a back seat. Coordinators who correctly prioritize human connection over process in these situations are scored higher, not lower.
👪 Third-Party Callers
When the caller is a family member, referral source, or anyone calling on behalf of a potential client, expectations around identity verification and PHI disclosure are minimal. The goal is to gather what information is appropriate and guide the conversation to the next step.
Letter Grade Scale
A
90–100
Exceptional
B
75–89
Strong
C
60–74
Solid — Average
D
50–59
Needs Coaching
F
< 50
Needs Attention

Most working admissions coordinators score in the C–B range. A scores are genuinely exceptional and rare. Getting a C doesn't mean a bad call — it means there are specific moments worth coaching.

Training Manual Alignment

All scoring is grounded in the Valor BH Admissions Training Manual. The AI has been trained on the full manual including:

◆ PA Process 10-Step Flow
◆ Pre-Screening Questions
◆ CARE Closing Method
◆ A.C.T. Objection Framework
◆ Common Objection Scripts
◆ Warm Answer Standards (3 rings)
◆ Safety & Crisis Escalation Protocol
◆ Dual Diagnosis Identification
◆ LOC Overview (PHP/IOP)
◆ LOCUS vs. ASAM Selection Rules
Data Collection Checklist — Context-Aware

These 6 items are tracked per call. Checklist items are marked N/A (not penalized) when they're not appropriate for that call type — e.g., insurance is N/A for referral source calls, identity verification is N/A for third-party inquiries.

◆ Caller name captured
◆ Patient name captured
◆ Referral source asked
◆ Insurance info collected (for post-call VOB)
◆ Callback number / follow-up confirmed
◆ Substance use or diagnosis noted
Call Detail
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