Admissions and Intake Manager

Description

The Admissions and Intake Manager provides leadership and oversight for the Admissions, Intake, and Clinical Assessment functions. This position is responsible for ensuring a timely, efficient, and welcoming admissions and intake process while developing systems that support organizational growth, referral relationships, operational excellence, and an exceptional resident experience. The manager supervises the Admissions and Intake team, oversees admissions operations, leads CRM and data management initiatives, develops systems, performance metrics, and operational strategies, and drives continuous process improvement across the front end of the organization.

Team Leadership

• Supervise, coach, and develop Admissions, Intake, and Clinical Assessment staff
• Foster collaboration across Admissions, Intake, Clinical, Health, RSS, Case Management, Utilization Review, Transportation, and Senior Leadership teams
• Coordinate staffing schedules to ensure adequate coverage for admissions and intakes
• Conduct regular team meetings focused on performance, collaboration, and continuous improvement
• Ensure a welcoming, organized, and high-quality admissions and intake experience for residents, families, and referral partners

Admissions Operations

• Oversee daily admissions operations and ensure timely response to all referrals and prospective residents
• Monitor referral pipelines and admissions activity to maximize census opportunities
• Develop and maintain relationships with referral sources, providers, hospitals, detox facilities, managed care organizations, and community partners
• Assist with admissions activities during periods of high volume as needed

CRM, Data, and Systems Management 

• Serve as the departmental owner and subject matter expert for admissions CRM systems
• Design, implement, and continuously improve CRM workflows, tracking systems, and reporting for referrals, admissions, conversion rates, referral sources, and census trends
• Create dashboards and reports to support operational and strategic decision-making
• Ensure accurate data collection and reporting to support organizational planning and growth

Intake Operations

• Monitor intake quality, documentation, and customer experience
• Collaborate with multiple departments to ensure readiness for incoming residents 
• Assist with intake activities as needed

Quality Improvement

• Develop and standardize policies, procedures, and workflows across admissions and intake
• Develop and monitor KPIs for admissions, intake, and referral performance to identify opportunities for improvement
• Evaluate new technologies and operational practices that improve departmental performance
• Lead implementation of approved operational improvements

Requirements

Qualifications

Required:

• Bachelor's degree (Master's preferred) 
• Experience supervising staff 
• Experience in behavioral healthcare admissions, business development, or healthcare operations
• Experience with CRM implementation, management, or optimization 
• Strong understanding of admissions and intake workflows 
• Demonstrated experience leading operational improvement 
• Strong analytical and organizational skills 
• Exceptional interpersonal and communication abilities 

Preferred

• Licensed behavioral health professional (SUDP, LMHC, LICSW, LMFT, etc.) 
• Residential treatment experience 
• ASAM familiarity 
• Experience with Salesforce, HubSpot, Kipu CRM, Zoho, Microsoft Dynamics, or similar CRM platforms 
• Experience developing dashboards and performance metrics 
• Lean, Six Sigma, or process improvement experience