Admission Director (patient intake)

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Tucson, AZ

Job status
Full time
Job description
Position Summary:

The Admissions Director will be responsible for directing and delivering client-centered admissions services at Sierra Tucson, including handling of client inquiries, converting inquiries to admissions, and ensuring a smooth, efficient admission process for new patients. The Director of Admissions will aid in the development of staff and department processes to ensure effective coordination, communication, and quality of functions.

The Director of Admissions is accountable for:

Meeting or exceeding the facility’s 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 CEO when appropriate.

Essential Responsibilities:

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 ST/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.
Bachelor’s degree

· 2-4 years relevant experience in admissions; telephone sales or intake; or other health care administration function

· Experience managing a team of 5+ people within a fast-paced, intense environment