Admissions Manager

AspenRidge Recovery

Job Description for Admissions Manager

ROLE:

Summary Description:

Are you a driven, intelligent, empathetic and passionate leader who would like to work at our Lakewood, CO location? In this role, you will lead the Admissions team responsible for managing the needs and service navigation of all prospective and admitting AspenRidge Recovery clients, their families, and other stakeholders. You assign the workflow and workload of the team in an efficient and productive manner. You will understand the components, processes, tactics and strategies of private addiction treatment admissions well enough to communicate them to your reports and provide them with ongoing training and direction. You will understand and manage the key performance indicators (KPI’s) associated with your staff’s roles and your own and ensure timely reporting on said KPI’s is completed accurately and consistently. 

Outcomes:

• Successfully implement and maintain workflows, responsibilities, systems and ongoing training to Admissions Representatives to improve call conversion rates and client retention.
• Run an efficient and effective operation using KPIs and other metrics to increase client access. 
• Develop and manage the department’s processes, team, and culture, to deliver on AspenRidge’s goals and brand.
• Work with the Client Relations Director to manage employee retention, departmental sustainability, and meet goals through ongoing training, structure, and culture.

Responsibilities:

• Lead a team of four, yourself included.
• Report to the Client Relations Director.
• Player-Coach model, with KPIs being split 50/50 for call-to-admit conversions and supervision expectations.
• Learn all pertinent AspenRidge systems, communication methods, technology, procedures, processes and relevant strategies, and combine your own systems, processes and strategies with the existing organizational methods where advantageous to the department’s goals.
• On an ongoing basis, provide staff with guidance and support, redirecting when necessary and elevating to the Client Relations Director when further intervention is needed.
• Work with departmental leadership to identify issues internally and externally that are negatively affecting the department’s goals (whether call quality, lack of referrals, clinical not being available for BPS's, etc.).
• Participate in MOAA leadership meetings.

• Manage activities within the Client Admissions department such as obtaining client and insurance information, screening, and providing information on establishing eligibility.
• Collaborate with your director to implement and achieve objectives for day-to-day operations and expected outcomes, as well as departmental standards and training programs.
• Effectively manage technology and staffing resources to maximize productivity.
• Evaluate performance using call monitoring, quality assurance, and key metric analysis (accuracy, call-waiting time, lost contact, miss calls, etc.); Utilize key metrics to evaluate general performance, and any needs for specialized training. 
• Assign and delegate work tasks according to customer demand.
• Address and resolve complex client issues escalated by the representatives.
• Proactively seek and engage in ongoing training and support from leadership. 
• Prepare reports and present operations data to leadership.
• Maintain and improve operations by monitoring system performance, identifying and resolving problems, and managing system and process improvement and quality assurance programs.
• Maintain professional and technical knowledge by tracking emerging trends in operations management.
• Works closely with management, clinicians, and outreach team members to facilitate continuity of patient flow, admissions, timely response to patient inquiries and interaction between clients and staff.
• Continually look for new ways to improve processes and improve performance.
• Coordinates for support and assistance to other areas as directed or as needed.

REQUIREMENTS:

Core competencies and experience desired for this specific role:

• 2 years of experience in admissions, intake, sales, customer service and/or patient care leadership required.
• Experience in admissions management, supervision or other leadership position preferred, specifically in one of the following healthcare categories: behavioral health, mental health, addiction treatment. The aforementioned experience in other healthcare categories will be considered.
• Excellent Customer Service skills, displaying patience and positivity, and active listening skills.
• Prior experience with medical insurance or finance management.
• Leadership and management skills to effectively manage team and customer demands.
• Teachable; able to learn and take direction from upper management.
• Decision Making skills to make difficult, or critical decisions and at times quickly.
• Excellent time management and organizational abilities.
• Organization Skills: skilled in prioritizing tasks and identifying and meeting goals.
• Conflict Resolution: Skilled in assessing and addressing resolution to patient and internal workforce conflict, with patience and professionalism.
• Proficient in MS Office and equipment/software programs.
• Self-motivated and able to work independently with minimal supervision.
• Excellent communication, interpersonal, management, and leadership skills.
• Maintains confidentiality at the highest level.
• Performs other duties as assigned.
• High proficiency in Microsoft Word, Excel, Outlook and other programs. 
• Experience with practice management and electronic health record software as applicable. 
• Professional verbal and written communications skills

Alignment with AspenRidge Core Values:

• Knowing and doing what’s right.
• We aspire, we fail, we try again.
• Trust your intuition. If it doesn’t feel right, speak up.
• We exchange our time, talents, and abilities to enrich other's lives.
• We don’t take ourselves too seriously. Have fun.

Compensation:

• Salary: $72,000-$78,000 based on relevant experience
• Bonus: TBD
• Medical, dental, vision, and supplemental accident insurance
• Paid time off (PTO) inclusive of vacation, sick and 10 paid holidays
• Company paid life insurance
• Matching 401K retirement savings plan
• Flexible spending account (FSA) and dependent care options. 
• Professional development stipend 
• Gas and approved expenses are reimbursed