About the Company
The Company is a high-growth, private equity-sponsored, behavioral health treatment provider that specializies in addiction and mood disorders.
About the Role
Reporting the Chief Revenue Officer, the primary responsibility of the VP of Call Center Operations will be responsible for maintaining and improving performance KPIs and metrics of the department, monitoring and growing census across facilities, and using data analysis to predict and respond to threats to performance. This role will work directly with Executive leadership to implement new and innovative workflows, systems, and procedures focused on scalability and efficiency.
Key Responsibilities
Consistently grow quarter over quarter performance within the scope of the department KPIs
Responsible for the design and implementation of systems and/or policies and procedures for all key workflows (i.e. waitlist management, bed occupancy, intake scheduling)
Responsible for implementing performance improvement plans for the department and diagnosing problem areas
Responsible for assessing/auditing the conversion rates of candidates, time to admission, patient/family satisfaction, referent satisfaction, operational efficiency, and product utilization
Responsible for ensuring all team members maintain up to date knowledge of all services and product lines available at Sandstone Care
Conduct weekly 1:1 supervision and coaching/performance management of all direct reports
Work closely with the Business Development team to ensure proper handling of professional referrals into the admissions department
Work closely with Executive Leadership, Regional Clinical Directors, and facility site leadership to ensure strong alignment and collaboration between clinical and admissions
Responsible for the scheduling, hiring, and retaining of all personnel within the admissions department
Responsible for hitting hiring targets as aligned with the budget and remaining in compliance with the budget
Responsible for maintaining and developing a strong, mission driven, high performance culture within the admissions department
Maintains compliance with external regulations and internal policies
Assesses and reports progress in meeting department objectives
Qualifications
Bachelor’s Degree in related field
Experience working in the Mental Health, Addiction, or Behavioral Health for 5+ years is required
Proven track record of admissions and/or sales leadership success
Demonstrated success in leading and managing a call-center environment
Strong experience with Salesforce, EHR Platforms, Microsoft Office applications including Power Point, Word, and Excel required
Ideal candidates have proven experience leading month over month growth in assigned metrics/KPIs
Ideal candidates have proven experience utilizing CRM systems to analyze, diagnose, and create performance improvement initiatives from data
Proven ability to work without close supervision
Additional Information
NA