Bachelor's degree in Healthcare Administration, Business Administration, Behavioral Health, Nursing, Psychology, Social Work, or related field preferred.
Minimum five (5) years of experience in healthcare admissions, intake operations, patient access, referral management, or high-volume call center operations.
Minimum three (3) years of experience leading supervisors, managers, or high-performing healthcare teams.
Behavioral health, mental health, substance use disorder treatment, or psychiatric services experience strongly preferred.
Proven experience using KPIs, dashboards, and data analytics to improve operational performance.
Experience with CRM systems, electronic medical records, call center technology, and workforce management tools.
Lead daily operations of the Admissions Call Center to ensure high-quality handling of inquiries.
Develop and implement strategies to improve response times and conversion rates.
Monitor and optimize key performance indicators (KPIs) related to call center operations.
Establish standardized workflows, call standards, and quality assurance processes.
Utilize reporting tools to identify trends and drive continuous improvement.
Recruit, train, coach, and mentor Call Center Managers and team members.
Collaborate with leadership and marketing teams to enhance patient access and support census growth.
Benefits
Opportunity to drive operational excellence and patient experiences in the behavioral healthcare space.
Leadership role in a dynamic environment with potential for impact on community health.
Supportive culture focused on accountability, compassion, and service excellence.
Chance to develop and mentor healthcare teams in a high-volume admissions setting.
Full Job Description
FHE Health is seeking an experienced and results-driven Director of Admissions Call Center Operations to provide strategic leadership and operational oversight for our Admissions Call Center. This key leadership role is responsible for driving exceptional patient and referral source experiences while improving inquiry conversion, admissions growth, operational efficiency, and team performance.
The ideal candidate is a dynamic healthcare operations leader with experience managing high-volume admissions, intake, patient access, or call center environments-preferably within behavioral health, mental health, or substance use treatment settings. This leader will use data-driven strategies, performance metrics, and operational excellence to ensure individuals seeking care receive timely, compassionate, and professional support.
What You'll Do
Call Center & Admissions Operations Leadership
Lead all daily operations of the Admissions Call Center, ensuring high-quality, timely, and compassionate handling of patient and referral inquiries.
Develop and implement strategies to improve inquiry response times, conversion rates, patient access, and overall operational performance.
Monitor and optimize key performance indicators (KPIs), including call volume, service levels, abandonment rates, response times, quality scores, productivity, and conversion metrics.
Utilize dashboards and reporting tools to identify trends, improve efficiency, and drive continuous improvement.
Partner with technology teams to optimize CRM systems, telephony platforms, and reporting tools.
Leadership & Team Development
Recruit, train, coach, mentor, and develop Call Center Managers, Supervisors, Admissions Coordinators, and Intake Specialists.
Create a culture of accountability, compassion, service excellence, and continuous improvement.
Establish departmental goals, productivity expectations, and performance standards aligned with organizational objectives.
Develop staffing models and workforce strategies to ensure appropriate coverage and exceptional service delivery.
Provide leadership coaching, performance feedback, and professional development opportunities.
Admissions Growth & Patient Experience
Partner with the Director of Admissions, Clinical Leadership, Marketing, and Business Development teams to support census growth and improve patient access.
Ensure prospective patients, families, healthcare providers, and referral partners receive an exceptional experience throughout the admissions process.
Identify barriers impacting admissions and implement solutions to improve efficiency and patient satisfaction.
Support referral relationship development and initiatives that strengthen FHE Health's presence within the behavioral healthcare community.
Compliance & Operational Excellence
Ensure compliance with HIPAA, Joint Commission, CARF, AHCA, DCF, payer requirements, and organizational policies.
Maintain accurate documentation standards and ensure confidentiality throughout patient communications.
Collaborate with clinical and operational leaders to ensure smooth transitions from inquiry through admission.
Prepare and present operational reports, KPI dashboards, and improvement recommendations to executive leadership.
What You Need
Bachelor's degree in Healthcare Administration, Business Administration, Behavioral Health, Nursing, Psychology, Social Work, or related field preferred.
Minimum five (5) years of experience in healthcare admissions, intake operations, patient access, referral management, or high-volume call center operations.
Minimum three (3) years of experience leading supervisors, managers, or high-performing healthcare teams.
Behavioral health, mental health, substance use disorder treatment, or psychiatric services experience strongly preferred.
Proven experience using KPIs, dashboards, and data analytics to improve operational performance.
Experience with CRM systems, electronic medical records, call center technology, and workforce management tools.
Knowledge of HIPAA, Joint Commission, CARF, AHCA, DCF, and healthcare compliance requirements preferred.
Must be eligible to pass an AHCA Level II background screening.
CPR and Crisis Prevention Intervention (CPI) certification required (or ability to obtain).
Skills & Attributes
Strategic healthcare operations leadership
Strong coaching and team development abilities
Data-driven decision-making and performance improvement
Exceptional communication and relationship-building skills
Ability to collaborate with clinical, operational, and executive leaders
Strong organizational, analytical, and problem-solving skills
Take the Next Step in Your Career! Be part of a team that's redefining behavioral healthcare. If you're passionate about helping people heal and thrive, apply today!
