Admissions Data & Performance Manager - Remote

Company Summary

If you are searching for a fulfilling place to develop your career and an opportunity to make a difference in helping others, then keep reading on. Here at AAC, we have a progressive culture; we listen to your ideas, value a work/life balance, invest in education, and we foster trust and respect for all individuals. Our exceptional comp and strong benefits include company matching 401K, medical, dental, vision and life insurance. We are looking for our future leaders, who are not only going to fill the qualifications for this job description, but who are going to exceed expectations. Be a part of a team whose mission is to provide quality, compassionate, and innovative care to adults struggling with addiction and co-occurring mental health disorders. Our purpose and passion are to empower patients, their families, and our communities by helping individuals achieve recovery and optimal wellness of the mind, body, and spirit.

Job Summary

The Admissions Data & Performance Manager is a key leadership role, collaborating with the Vice President of Admissions to drive performance, accountability, and operational accuracy in the Admissions Call Center. This is achieved by translating data into actionable strategies. This person will be analytical, adaptable, organized, detail-oriented, and proactive. The manager's core duties include overseeing all admissions reporting, identifies performance patterns, supports leadership with accurate forecasting, data governance, and operational readiness. Ultimately, the manager ensures the team has accurate data for setting clear performance expectations and efficient processes to meet organizational goals.

Duties and Responsibilities:
Data & Reporting

• Own, manage, and optimize all admissions dashboards (daily, weekly, monthly).
• Track and analyze KPIs including call volume by type, conversion rates, utilization, abandonment, hold time, and cancels/rejections etc.
• Build, maintain, and enhance all reporting tools within CRM and call tracking platforms.
• Identify trends or anomalies and present findings to leadership.
• Provide clear, actionable reporting summaries to support operational decisions.

Performance Analytics

• Identify performance patterns across calls, leads, opportunities, conversions, and agent behavior.
• Translate data insights into coaching recommendations for supervisors and managers.
• Conduct root cause analyses to diagnose dips in conversion, call quality, or responsiveness.
• Evaluate lead quality and performance outcomes to inform collaboration with Marketing and Referral sources.
• Support performance improvement initiatives with targeted analytical insights.

Forecasting & Staffing Support

• Forecast call volume, admission flow, and hourly staffing needs.
• Provide data-driven recommendations for scheduling, hiring, and workforce allocation.
• Identify bottlenecks during peak demand periods and recommend solutions.
• Measure training effectiveness by comparing pre and post training performance across key metrics.
• Support leadership in planning for resource needs, budget considerations, and operational changes.

Data Governance

• Ensure data accuracy and standardization within CRM and call tracking systems.
• Maintain data integrity guidelines and support consistent documentation practices across the department.
• Train managers and staff on how to interpret and utilize data for daily performance management.
• Conduct routine data quality checks and address discrepancies proactively.
• Collaborate with system administrators to enhance workflows and data capture logic.

Operational & Leadership Support

• Serve as a strategic advisor to the VP of Admissions for performance reviews and operational planning.
• Conduct periodic audits to assess process adherence, identifying needs for retraining or workflow improvement.
• Assist with training development, SOP creation, and operational documentation.
• Ensure new initiatives are launch-ready with established workflows, data capture methods, and training alignment.
• Provide operational support and leadership coverage when needed, including during VP PTO or high-priority periods.

Education/ Experience:

• Bachelor’s Degree Preferred
• 3-5 Years in call center operations, admissions, analytics or workforce management. Strong analytical background with experience in KPI reporting and performance insights.
• Proficiency with CRM systems, call tracking platforms, and reporting/BI tools.
• Advanced Excel/Google Sheets skills (Pivot Tables, Formulas, Data Modeling).
• Effective communicator with experience presenting data to leadership.
• Experience supporting performance improvement or operational optimization.
• Preferred experience includes forecasting, workforce planning, standard operating procedure development, training support, or project management.

Physical Requirements

AAC is committed to principles of equal opportunities for all employees.  The Company will provide reasonable accommodations that are necessary to comply with State and Federal disability discrimination laws

• Prolonged sitting at a desk
• Must be able to lift 15 pounds at a time

American Addiction Centers is an equal opportunity employer.  American Addiction Centers prohibits employment practices that discriminate against individuals or groups of employees on the basis of age, color disability, national origin, race, religion, sex, sexual orientation, pregnancy, veteran or military status, genetic information or any other category deemed protected by state and/or federal law.