Director of Admissions

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Manage and direct a centralized admissions department that supports specialty treatment programs across various regions.

• Provide leadership, guidance, and supervision to admissions professionals and team leaders.

• Mentor, coach, develop, and oversee the performance of a team comprising twelve or more admissions staff members.

• Establish, monitor, and enhance KPIs related to admissions, inquiry conversion, responsiveness, follow-up compliance, customer experience, and census growth.

• Supervise eligibility and benefits verification processes, addressing barriers and discrepancies to reduce delays in access to care.

• Conduct one-on-one meetings, staff gatherings, coaching sessions, and performance evaluations.

• Facilitate quality assurance initiatives, which include reviewing recorded calls, auditing documentation, assessing workflows, and planning corrective actions.

• Collaborate with operational, clinical, marketing, business development, finance, and revenue cycle leaders to optimize admissions processes.

• Act as a subject matter expert and escalation resource for complex admissions cases, referral issues, financial approvals, placement decisions, and customer service matters.

• Develop and maintain departmental policies, procedures, workflows, and service standards.

• Monitor staffing schedules, timekeeping, overtime usage, and queue coverage.

• Analyze admissions, referral, and operational data to identify trends and opportunities for performance improvement.

• Lead training programs focused on client engagement, admissions best practices, payer navigation, customer service, and conversion effectiveness.

• Oversee hiring, onboarding, training, coaching, disciplinary actions, employee engagement, succession planning, and development for the admissions team.

• Ensure confidentiality, complete necessary training, and perform other assigned tasks.

⛳️ Requirements

• A Bachelor's degree in Business Administration, Healthcare Administration, Marketing, Communications, Behavioral Health, or a related discipline is required.

• At least two years of leadership experience in admissions, call center operations, business development, healthcare access, behavioral health, or similar customer-facing services.

• Prior experience in call center leadership is mandatory.

• Experience supervising remote and/or multi-site teams is preferred.

• Background in behavioral health, substance use disorder treatment, mental health services, or healthcare services is preferred.

• Outstanding leadership, coaching, mentoring, and performance management skills.

• Strong servant leadership mindset with the ability to build trust, foster engagement, and cultivate high-performing teams.

• Excellent verbal, written, interpersonal, and presentation abilities.

• Strong analytical, organizational, problem-solving, and critical-thinking skills.

• Ability to interpret operational metrics and transform data into actionable strategies.

• Comprehensive understanding of admissions processes, healthcare access, referral management, first-call engagement, structured follow-up, and customer experience principles.

• Knowledgeable in in-network and out-of-network commercial insurance policies, reimbursement processes, and healthcare financial aspects.

• Capable of establishing quality standards and monitoring turnaround times and accuracy for eligibility and benefits verification.

• Proficient in communicating diplomatically with referral sources, clients, families, programs, and insurance companies.

• Able to make timely, sound management-level decisions in complex scenarios.

• Skilled at prioritizing multiple responsibilities in a fast-paced environment.

• Capable of effectively leading and motivating remote teams while ensuring accountability and engagement.

• Ability to manage crisis or potential risk situations appropriately.

• Familiarity with applicable federal, state, accreditation, and compliance standards.

• Must provide own transportation for local travel when required.

• Availability during evenings and weekends may be necessary.

🏝️ Benefits

• Medical, Dental, and Vision Insurance

• Flexible Spending Accounts

• Life Insurance

• Paid Time Off

• 401(k) with Company Match

• Tuition Reimbursement

• Employee Recognition Programs

• Referral Bonus opportunities

• Potential for bonus

• Remote work setting may be available

• Flexible work arrangements may include office, hybrid, or remote settings