Director of Admissions (Remote)

Summary

The Director of Admissions is responsible for the leadership, strategy, performance, and development of a centralized admissions department supporting specialty treatment programs across multiple regions. This role oversees a team of twelve or more admissions professionals and frontline leaders, ensuring timely access to care, exceptional customer service, strong operational performance, and adherence to organizational standards. The Director must balance accountability and results with servant leadership, fostering a culture of engagement, coaching, professional development, and continuous improvement.

Essential Duties and Responsibilities

• Provide leadership, direction, and oversight to a team of admissions professionals and team leaders, maintaining appropriate staffing levels, engagement, and performance standards.
• Lead, coach, mentor, and develop a team of twelve or more admissions staff through servant leadership principles, regular feedback, professional development planning, and performance management.
• Establish, monitor, and improve key performance indicators related to admissions, inquiry conversion, responsiveness, follow-up compliance, customer experience, and census growth.
• Oversee eligibility and benefits verification procedures to ensure insurance information is reviewed quickly and accurately, barriers or discrepancies are escalated promptly, and avoidable delays in access to care are minimized.
• Conduct regular one-on-one meetings, staff meetings, coaching sessions, and performance reviews to support employee growth and operational excellence.
• Facilitate quality assurance initiatives, including review of recorded calls, documentation audits, workflow assessments, and corrective action planning.
• Partner with operational, clinical, marketing, business development, finance, and revenue cycle leaders to optimize admissions processes and improve access to care.
• Serve as a subject matter expert and escalation resource for complex admissions cases, referral concerns, financial approvals, placement decisions, and customer service issues.
• Develop, implement, and maintain departmental policies, procedures, workflows, and service standards that support organizational goals.
• Monitor staffing schedules, timekeeping, overtime utilization, and queue coverage to ensure consistent operational support across all service hours.
• Analyze admissions, referral, and operational data to identify trends, opportunities, barriers, and performance improvement initiatives.
• Lead departmental training initiatives focused on client engagement, admissions best practices, payer navigation, customer service, and conversion effectiveness.
• Exercise discretion and maintain confidentiality with regard to all company information; complete all required trainings as designated by the company and accreditation or licensing entities; and perform other duties as assigned.

Supervisory Responsibilities

Directly supervises Admissions Team Leaders and Admissions Specialists within the centralized admissions department. Responsible for interviewing, hiring, onboarding, training, coaching, performance management, disciplinary action, employee engagement, succession planning, and development of a team of twelve or more staff members. Fosters a culture of accountability, service excellence, collaboration, and continuous improvement.

Required Qualifications

Education, Licensure, & Experience

• Bachelor's degree in Business Administration, Healthcare Administration, Marketing, Communications, Behavioral Health, or a related field required.
• Minimum of two years of leadership experience in admissions, call center operations, business development, healthcare access, behavioral health, or related customer-facing services.
• Prior call center leadership experience required.
• Experience supervising remote and/or multi-site teams preferred.
• Experience within behavioral health, substance use disorder treatment, mental health services, or healthcare services preferred.

Job Knowledge, Skills, and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Exceptional leadership skills with demonstrated ability to manage both performance and employee development.
• Strong servant leadership mindset with the ability to build trust, promote engagement, and develop high-performing teams.
• Strong coaching, mentoring, and performance management capabilities.
• Excellent verbal, written, interpersonal, and presentation skills.
• Strong analytical, organizational, problem-solving, and critical-thinking abilities.
• Ability to interpret operational metrics and translate data into actionable strategies.
• Strong understanding of admissions processes, healthcare access, referral management, first-call engagement, regimented follow-up, and customer experience principles.
• Knowledge of in-network and out-of-network commercial insurance policies, reimbursement processes, and healthcare financial considerations.
• Ability to establish quality standards, monitor turnaround times and accuracy, and coach staff on eligibility and benefits verification procedures that support timely access to care.
• Ability to communicate diplomatically with referral sources, clients, families, programs, and insurance companies.
• Ability to make timely and sound management-level decisions in complex situations.
• Ability to prioritize multiple responsibilities and adjust to changing situations in a fast-paced environment.
• Ability to effectively lead and motivate remote teams while maintaining accountability and engagement.
• Ability to handle a crisis or potential risk situation and react appropriately.
• Working knowledge of applicable federal, state, accreditation, and compliance standards.

Work Environment

The noise level in the work environment is usually moderately quiet and indoors. This position may be performed in an office, hybrid, or remote setting and may require local travel based on operational need. Evening and weekend availability may be necessary to support staff and admissions coverage. The incumbent is required to provide their own transportation when travel is necessary and may be exposed to virus, disease, infection, or traumatic situations involving clients in the work environment.

Compensation

This position may be subject to state or local wage transparency requirements. Where required by law, a compensation range will be provided. For candidates applying in jurisdictions with such requirements, the applicable range will be disclosed either in this posting or during the interview process. Compensation may vary depending on factors such as geographic location, experience, qualifications, and internal equity. To inquire about the salary range for a specific location, contact the recruitment team.

The starting compensation for this role is $70,000/year plus potential for bonus ; final compensation will be determined based on skills, experience, and qualifications.

Leadership Competency

Success in this role requires an exceptional ability to balance compassionate servant leadership with rigorous performance management, fostering a culture that is both highly accountable and deeply committed to helping individuals access care.