Regional Admissions Director

3 weeks ago

Franklin, United States Acadia Healthcare Full time

Overview:

PURPOSE STATEMENT:

As one of the nation's leaders in treating individuals with co-occurring mood, addiction, eating disorders, and trauma, Acadia Healthcare places a strong emphasis on our admissions & intake functions to allow us to help every possible person in need. To this end, Acadia Healthcare is currently interested in hearing from dynamic, results driven candidates who may be a fit for the Regional Admissions Director position. The Regional Admissions Director will be responsible for directing and delivering client-centered admissions services, including handling of client inquiries, converting inquiries to admissions, and ensuring a smooth, efficient admission process for new patients. The Regional Director of Admissions will aid in the development of staff and department processes to ensure effective coordination, communication, and quality of functions.

ESSENTIAL FUNCTIONS:

  • Meeting or exceeding the facilitys admissions-related performance goals, including ADC, number of admissions, conversion rate, client service productivity and admissions staff engagement.
  • Meeting or exceeding individual admissions related goals.
  • Building and managing an effective, high-performing admissions team.
  • Coaching and developing individual team members to improve their ability to handle and convert inquiry calls.
  • The development and oversight of admissions-related processes, systems and reporting in accordance with facility needs and company standards and best practices.
  • Building and maintaining relationships with key stakeholders within and outside the organization including facility management and staff, marketers, Admissions Support Center (ASC) leadership and staff and selected referents.
  • Ensuring sound financial arrangements and families and collecting out-of-pocket fees.
  • Participating in Acadia initiatives to improve admissions capabilities and define standards and best practices.
  • Escalating issues to the VP of Admissions when appropriate.

OTHER FUNCTIONS:

Build and manage admissions team Build and manage an effective, high-performing intake team.

  • Work to translate facility objectives into specific goals, priorities, and actions for the admissions team.
  • Engage and inspire staff to exceed goals via clear, transparent communication and effective one-on-one and team interactions.
  • Hire and develop new ACs.

Coach admissions staff Coach and develop admissions staff to become more effective in their ability to convert inquiries and provide outstanding customer service.

  • Listen to inquiry calls and review call notes/inquiry records to identify strengths, areas needing improvement and other coaching points.
  • Review admissions staff performance data (e.g. conversion rates, time per call, calls per advisor) to identify areas for improvement.
  • Conduct regular coaching and feedback sessions with admissions staff to improve their ability to handle and close inquiry calls.
  • Conduct regular staff meetings and team building exercises.

Facilitate day to day operations Provide key support in the improvement of admissions-related processes, systems, and reporting.

  • Ensure that daily/weekly/monthly inquiry volume targets are being met; initiate outreach to marketers and the ASC; lead team on conducting outbound calls to referents and call backs on old inquiries; and undertake other actions to help generate inquiries as needed.
  • Ensure inquiry calls are followed up on in a timely way and are worked to the close with a constant sense of urgency.
  • Monitor admissions staff productivity and performance (e.g. inquiries per staff, conversion rates, time to close) via CRM and make adjustments to processes, schedule and workload to ensure the admissions team is meeting customer service and goals.
  • Use CRM reports and dashboards, and other data, to monitor progress and identify issues needing corrective action.
  • Regularly review and assess processes to identify areas of need or redundancy.

Continuous Improvement Participate in Facility/Acadia initiatives to define standards and best practices and improve admissions capabilities.

  • Regularly analyze inquiry sources data and provide updates to leadership.
  • Contribute to requests for information and assistance on special projects.
  • Seek and share ideas for process and service improvement with other admissions teams.
  • Drive adoption of standards and best practices within facility.


Responsibilities:

STANDARD EXPECTATIONS:

  • Goal and outcome oriented with an intensive drive to succeed
  • High energy level
  • Proven leadership ability
  • Able to work under intense pressure, to juggle multiple tasks and people while remaining calm
  • Mature; able to set a professional tone that others follow
  • Personable and able to empathize with others
  • General business acumen
  • Ability to lead and engage a team
  • Ability to drive operational excellence through employee engagement and continuous improvement
  • Ability to build internal and external relationships to drive admissions and improve performance
  • Ability to drive sales through the application of sales tools and management processes
  • Knowledge of sales processes, techniques and tools
  • Familiarity with behavioral health issues and services
  • Solid understanding of financial principles and insurance reimbursement practices
  • Knowledge and proficiency with Salesforce.com (or other CRM application), Concur, and MS Office application.
  • Complies with organizational policies, procedures, performance improvement initiatives and maintains organizational and industry policies regarding confidentiality.
  • Communicate clearly and effectively to person(s) receiving services and their family members, guests and other members of the health care team.
  • Develops constructive and cooperative working relationships with others and maintains them over time.
  • Encourages and builds mutual trust, respect and cooperation among team members.
  • Maintains regular and predictable attendance.

EDUCATION/EXPERIENCE/SKILL REQUIREMENTS:

Education:

  • Bachelor's Degree

Experience:

  • Healthcare Admissions: 3+years preferred
  • Working knowledge of trends and best practices within commercial managed care industry highly preferred

LICENSES/DESIGNATIONS/CERTIFICATIONS:

  • Not Applicable
  • REQUIRED
  • PREFERRED

SUPERVISORY REQUIREMENTS:

This position is an Individual Contributor

Qualifications:

AHCORP

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