Job Description
Job Description
Position Summary
Proven track record in a Call Center/Admissions position within the Promises Behavioral Health Call Center or other relevant experience within a similar environment. A manager must have some training experience, as they will facilitate trainings for new Admissions Specialists who produce admissions for Promises Behavioral Health programs. Must have thorough knowledge of The Company’s Programs and the ability to train to all levels of care as well as the outbound process. Must understand the importance of accurate reporting and successfully capture the campaigns and inquiry TMC’s, and also must be able to hold accountability to it. The Admissions Manager must have a working knowledge of important referral sources for PBH programs. Must be able to run point on challenging, escalated, or even crisis-related calls. Demonstrate solid understanding of and be able to train to all workflow processes within the Admissions Center.
Primary Duties and Responsibilities
- Supervises and facilitates trainings for Admissions Specialists who provide phone, live chat and contact form coverage during assigned shift for incoming admission inquiries. This includes but is not limited to assessment and answering pre-admissions/general intake questions from potential clients, families or their referral sources
- Manages Admissions Center Staff as related to Quality Assurance on a regular basis.
- Backup to National Director of Call Center and Admissions and Call Center Manager as related to managing staff related scheduling and time off requests in accordance to the Scheduling process.
- Works cohesively with all members of the management team in decisions made for the Call Center; Understands that the “Team Approach” will be a top priority in the Call Center.
- Attends and/or hosts Flash Meetings with Admissions Specialists based on requirements and agendas set by National Director of Call Center and Admissions.
- Provides oversight to Admissions Specialists and closely monitors call center performance including but not limited to case progression, call etiquette, case ownership, core competencies, and CRM navigation
- Maintains a fluent knowledge of and ability to articulate all service offerings of Promises Behavioral Health and trains Admission/Treatment Specialists to these offerings on an ongoing basis. Make certain that Admission/Treatment Specialists are kept current on program or company changes
- Support team members on treatment recommendation strategy within the Promises Behavioral Health Network of treatment centers. Determine and support the refer out program for patients not appropriate for a PBH facility, provide outbound referrals based on presenting issues to established referral sources or other behavioral healthcare providers per the call center protocol. Provide guidance to Admission Specialists on all of these tasks as needed during shift
- Track and ensure that all inquiries handled during a shift are documented and track facility handoffs to insure that contact and next steps have been made on all handoffs.
- Assure the Call Center Admissions Specialists collaborate with the Facility Admission Specialists in supporting the Call Center/Admissions/Facility mission.
- Work within the workflow/handoff/transfer and direct processes along with the National Director of Call Center & Admissions.
- Communicate all facility and Call Center related concerns with the National Director of Call Center & Admissions.
- Acts as a lead in the Call Center to identify goal setting for Admissions Specialists; Identifies growth opportunities within the Admissions Specialists and creates and implements plans of action for growth within the team.
- Implements necessary process changes with assistance and guidance from the National Director of Call Center & Admissions; Works closely with QA and Training Manager to ensure process changes are followed and performed correctly.
- Acts as a lead in the Call Center to bridge the gap between Facility Admissions and Call Center; will work closely with National Director of Call Center & Admissions to schedule quarterly Facility In-Services.
- Act as a role model by maintaining a professional and positive attitude when working with Callers/potential patients, referral sources, members of the call center team and facility Intake Departments.
- Adhere to the company HIPPA and Privacy Policies.
- Weekly, Monthly, Quarterly report production.
- Other duties as assigned.
Supervisory Responsibilities
- Manages Admissions Specialists and Intake Specialists daily.
- Provides Oversight and monitors performance.
- Supervises, trains, and ensures performance metrics are met.
- Provides ongoing support to team members as appropriate.
- Tracks metrics and hold Quality Assurance standards for team members.
- Facilitates meetings with team (i.e. One on Ones, Flash Meetings, etc.).
Job Qualifications and Requirements
Education:
- High School Diploma required; BS degree a plus.
Experience:
- Proven work experience in a call/admissions center
Knowledge/Skills/Abilities:
- Familiarity in mental health or addiction treatment field
- Must have availability to work a flexible schedule to meet the demands of the business;
- This includes but is not limited to swing shifts, weekends, and holidays.
- Must be willing to work on an “on call” basis in a rotating schedule with other members of the management team.
- Knowledge of call management and admission process
- Ability to deliver reporting tools from a CRM (Salesforce a plus)
- Familiarity with marketing channels as relates to inbound calls management
- Ability to gasp future trends in digital technologies and act proactively
- Excellent communication skills
- Multitasking and analytical skills