Healthcare Admissions Call Center Manager

Healthcare Admissions Call Center Manager: Full-time

Valley Hope, has an exciting opportunity for a Full-time Healthcare Admissions Call Center Manager to join our dedicated and passionate team! This is a remote position, however, candidates must live within distance of any of our residential/outpatient facilities located in 6 different states (Overland Park, KS, Grapevine, TX, Denver CO, Oklahoma City, OK, Wichita, KS, Omaha, NE, Norton, KS, and Boonville, MO)

At Valley Hope the work of every team member matters. The work we do every day saves lives and builds hope for the future through our addiction treatment services and recovery support.

Our work is mission-driven, supported by a strong culture of teamwork and a compassionate environment that is the foundation of the Valley Hope organization.

EDUCATION & EXPERIENCE:

• Bachelor’s degree or the equivalent combination of education and work experience.
• Three (3) plus years of progressive and relevant healthcare experience.
• Three (3) plus years of supervisory or management experience.
• Valid and unrestricted driver’s license

Preferred:

• Master’s degree with an emphasis in either a business or health-related field.
• Two (2) plus years of supervisory experience within a Call Center.
• Five (5) plus years of progressive work and relevant healthcare experience.
• Five (5) plus years of supervisory or management experience.
• Work experience within the substance abuse treatment industry including 42 CFR Part 2 and HIPPA.

COMPENSATION:

• Starting salary range $70,000 - $90,000/yearly (Based on education and experience)

BENEFITS:

• Affordable health, dental, and vision insurance
• Tuition Assistance – Up to $10K annually; $45K maximum benefit
• Student Loan Repayment
• Public Student Loan Forgiveness (PSLF) Eligible Employer
• 8 Paid Holidays (Including 1 Personal Holiday)
• PTO – Up to 27 Days per year based on years of service
• Paid Parental Leave
• 401(k) Retirement Plan with employer match
• Health Saving and Flexible Spending Accounts
• Employee Assistance Program
• And much more!

JOB SUMMARY:

• Manages the organizations hybrid Admissions Call Center. Provides leadership to the department, cultivates the function of the department as an integrated team; provides ongoing oversight to ensure activities are carried out in alignment with admissions program processes/procedures and in support of the needs of prospective/incoming patients.
• Works collaboratively with the Market Executive Directors and SVP of Marketing and/or Business Development team members in support of market focused admissions strategies in effort to drive patient census and achieve annual revenue growth goals.
• Works collaboratively with Professional Services members to implement and support the Admissions program in support of admissions goals and initiatives.
• Supervises identified Call Center staff including hiring, training, and providing performance review. Provides routine performance feedback, ongoing leadership, and mentoring in support of staff development.
• Oversees the ongoing implementation of admissions best practices, monitors for quality assurance, and works to improve efficiency and quality in delivering services within the Call Center.
• Conducts Quality Assurance measures for Call Center staff according to organizational guidelines. Provides leadership in addressing process and quality issues related to admissions functions.
• Monitors key performance indicators for the Admissions program including the management of reporting activities for defined metrics; partners with management in the use of KPIs to achieve Admission department goals and to drive process improvement efforts.
• Ensures key information related to admissions is communicated to leadership and key stakeholders on an ongoing basis.
• Collaborates with facility management and key process partners in the implementation and management of Admissions programs and process improvement efforts; identifies and advises of areas of concern in support of efforts to remove barriers to success.
• As-needed based on overall department staffing needs, provides back-up support to the Admissions Specialist functions in support of the overall admissions processes. This may include fielding incoming Admissions Calls, screening prospective/incoming patients for level of care, processing electronic medical records, and assessing re-admissions conditions for re-admitting patients.
• Stays current on relevant industry trends to ensure Admissions department services are best in practice and support operationally efficiencies.
• Maintains confidentiality of prospective and incoming patient data in accordance with HIPAA and 42 CFR Part 2 regulatory requirements.
• Participates in assigned staff meetings, staff development, and training as required.
• Completes required continuing education credits; maintains current state license/certification as applicable.
• Adheres to Valley Hope’s philosophies, policies, and procedures as well as any other regulating bodies.
• Interacts and communicates with others (patients, co-workers, management, clients, and vendors) in a professional and tactful manner including treating them with respect and consideration regardless of their status or position.

WORK ENVIRONMENT:

• Office setting
• Sitting for extended periods of time; requires walking throughout the facility.
• Must be able to work non-typical hours including evenings and/or weekends based on operational needs.
• Must be able to work at a rapid pace for long periods of time (typically not longer than 8 hours).
• Able to push, pull, pull up, bend at the knees and waist, twist body at the waist, raise and hold arms overhead, turn head-neck-shoulders as needed, grasp other items with hands, for either extended periods of time or many times throughout the workday.
• Able to occasionally lift up to 50 pounds and able to assist an adult weighing 100-250 pounds.
• Ability to travel up to 20% of time if requested by Supervisor. Travel can increase for situational circumstances.

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