• Call Center Vice President of Admissions

    Job ID
    2018-1374
    # of Openings
    1
    Job Locations
    US-TN-Brentwood
    Posted Date
    2 months ago(2/27/2018 4:41 AM)
    Category
    Other
  • Overview

    Job Summary:

    We are the fastest growing professional Health Care Company seeking the most talented people with leadership and functional skills to propel American Addiction Centers to be the most recognized and asked for treatment facility nationwide. The Call Center Vice President of Admissions is responsible for providing oversight and execution of all Call Center operations. The Call Center Vice President of Admissions actively contributes to the overall Company financial targets, business decisions, and inspires Call Center staff to ensure customer satisfaction.

     

    Reports To:  President of AAC

    Responsibilities

    Job Duties:

    • Maintains and improves Call Center operations to meet Company goals according to Company and Call Center Budget (monthly/quarterly/annual) by monitoring Treatment Consultant team performance, identifying and providing strategies to improve total rescues, cash collected, conversion, volume of outbound calls, and talk time.
    • Provide oversight and ensure quality of data collected by Treatment Consultants specific to coordination of benefits, verification of benefits, and proof of payment.
    • Manage quality assurance and performance metrics by monitoring teams to ensure standard expectations are being met.
    • Partner with Director of Research & Improvement to address Customer Service Complaints timely and efficiently, including documented corrective action plans and performance resolution to address trends.
    • Prepare Call Center performance reports by collecting, analyzing, and summarizing data and trends.
    • Work with Treatment Consultant Managers/Director of Admissions to implement standard criteria for call monitoring (five observations/week), including mandatory documentation of coaching sessions via Salesforce.
    • Track Treatment Consultant Managers/Director of Admissions/Care Team/Interventionist/Admin Team performance, punctuality, and attendance.
    • Provide oversight to Treatment Consultant Managers/Director of Admissions/Care Team/Interventionist/Admin Team by flexing daily work schedule to accommodate shift differentials.
    • Provide team oversight when Treatment Consultant Manager utilizes PTO.
    • Conduct and document weekly Treatment Consultant Manager/Director of Admissions team meeting(s).
    • Conduct weekly 1:1 meetings with Treatment Consultant Managers /Director of Admissions/Care Team/Interventionist/Admin Team.
    • Perform Treatment Consultant Managers/Director of Admissions/Care Team/Interventionist/Admin Team annual performance reviews timely and ensure Call Center Staff receive reviews timely.
    • Partner with Marketing and Finance to identify potential business issues and provide strategies to overcome.
    • Drive initiatives in the management team and organizationally that contributes to long-term operational excellence that allows for scalable growth.
    • Accomplish organization goals by accepting ownership for accomplishing new and different business initiatives.
    • Collaborate with outside Business Development team to develop processes and procedures to maximize referral strategy, including weekly conference calls and quarterly conferences.
    • Partner with Training & Development on training initiatives including new hire training, continuous training, leadership training and miscellaneous training initiatives.
    • Partner with Facility leadership on training/educational initiatives for Call Center Personnel.
    • Partner with CRMS and insurance team to stay abreast of industry trends.
    • Create a culture focused on continual improvement and one that aligns to the overall Company purpose, vision, and mission.
    • Openness to coaching and continual improvement.
    • Responsible and accountable for managing direct reports.
    • Preparation and presentation of performance evaluations.
    • Provides objective feedback to employees.
    • Makes appropriate compensation recommendations, if applicable.
    • Provides appropriate training  for department and hold staff accountable for attending required training.
    • Holds interviews for vacant positions and makes appropriately selects candidates to fill open positions.
    • Responsible for recommending and ensuring regulatory staffing patterns & managing annual budget.
    • Monitors adherence to company and department policies, procedures and practices.
    • Creates and supports a positive, professional, team-oriented, harassment free work environment by understanding and complying with the company’s policies.

     

    Qualifications

    Job Requirements:

    • Bachelor’s Degree Business, Management, or related field, or a combination of education and experience that demonstrates the required skills.
    • Minimum of five years’ management experience.
    • Skilled in exercising initiative, judgement, problem-solving, and decision-making.
    • Experienced in government regulations and compliance requirement.
    • Excellent leadership skills with demonstrated ability to effectively lead in a changing environment.
    • Ability and willingness to work a flexible schedule including weekends, Holidays, shift changes.
    • Ability to monitor, coach, train and motivate team members.
    • Ability to interact effectively as either a leader or as a member of a team and work collaboratively with others.
    • Ability to manage multiple tasks and successfully meet deadlines.
    • Ability to implement policies, procedures and defined business plan(s).
    • Advance ability to read and interpret written information; write clearly and informatively; edits work for spelling and grammar. Ability to speak clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; and participates in meetings.
    • Advance knowledge of Microsoft Office, including Word, Excel, SharePoint, Access and Outlook.
    • Ability to perform multi-functional tasks; detail oriented.
    • Ability to use critical thinking and communication skills.
    • If in personal recovery, a minimum of 2 years clean and sober.

    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.

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