What are the responsibilities and job description for the Admissions Operations Supervisor - Behavioral Health position at Summit Healthcare Mgmt?
About the Job:
The Admissions Center Operations Supervisor is responsible for ensuring a service-oriented and professional working environment in the National Resource Center (NRC) call center. Supervises daily performance of Admissions Advisors and executes necessary actions to maintain employee’s adherence to policies and procedures, call center metrics and service targets. Trains and coaches team members to build expertise in behavioral health and Summit BHC facilities treatment offerings. Serves as an escalation point for complex calls, complaints and questions. Responsible for reporting call center metrics and team member’s performance to Call Center Manager.Roles and Responsibilities:
Provides daily oversight of all aspects of performance and attendance for a team of Admissions Advisors.
Exceeds and meets departmental objectives, including conversion targets, and the call handling goals.
Creates sense of ownership within the employees and resolving employee issues.
Provides development activities to encourage continuous improvement for the entire team.
Monitors, organizes, and coaches team on a day-to-day basis.
Ensures that the employees follow their schedules properly as designed.
Strives for new ways continually, to increase the opportunities of sales.
Handles escalated calls, complaints, questions, and queries as necessary.
Facilitates cross-functional communication within employees for improved working conditions.
Creates a conducive work environment for all the call center’s employees.
Carries out team meetings and actively participating in the daily, weekly and monthly meetings.
Reviews performance reports on each team member’s performance and targets and ensures that they meet the targets.
Education/Experience/Skill Requirements:
High school diploma or GED required. Bachelor’s degree in related field preferred.
Minimum of one year relevant experience in transactional/relationship sales and customer service required.
One year supervisory/management experience preferred.
Veterans and military spouses are highly encouraged to apply. Summit BHC is dedicated to serving Veterans with specialized programming at our treatment centers across the country. We recognize and value the unique strengths of the military community in supporting our mission to serve those who have served.
