Company Summary
If you are searching for a fulfilling place to develop your career and an opportunity to make a difference in helping others, then keep reading on. Here at AAC, we have a progressive culture; we listen to your ideas, value a work/life balance, invest in education, and we foster trust and respect for all individuals. Our exceptional comp and strong benefits include company matching 401K, medical, dental, vision and life insurance. We are looking for our future leaders, who are not only going to fill the qualifications for this job description, but who are going to exceed expectations. Be a part of a team whose mission is to provide quality, compassionate, and innovative care to adults struggling with addiction and co-occurring mental health disorders. Our purpose and passion are to empower patients, their families, and our communities by helping individuals achieve recovery and optimal wellness of the mind, body, and spirit.
ResponsibilitiesDuties and Responsibilities:
Maintains and improves Call Center operations to meet Company goals according to Company and Call Center Budget (monthly/quarterly/annual) by monitoring Admissions Navigator team performance, identifying and providing strategies to improve total rescues, cash collected, conversion, volume of outbound calls, and talk time. Provide oversight and ensure quality of data collected by Admissions Navigators specific to coordination of benefits, verification of benefits, and proof of payment. Manage quality assurance and performance metrics by monitoring teams to ensure standard expectations are being met. Partner with Director of Research and Improvement to address Customer Service Complaints timely and efficiently, including documented corrective action plans and performance resolution to address trends. Prepare Call Center performance reports by collecting, analyzing, and summarizing data and trends. Work with Admissions Navigator Managers/Director of Admissions to implement standard criteria for call monitoring (five observations/week), including mandatory documentation of coaching sessions via Salesforce. Track Admissions Navigator Managers/Director of Admissions/Care Team/Interventionist/Admin Team performance, punctuality, and attendance. Provide oversight to Admissions Navigator Managers/Director of Admissions/Care Team/Interventionist/Admin Team by flexing daily work schedule to accommodate shift differentials. Provide team oversight when Admissions Navigator Manager utilizes PTO. Conduct and document weekly Admissions Navigator Manager/Director of Admissions team meeting(s). Conduct weekly 1:1 meeting with Admissions Navigator Managers/Director of Admissions/Care Team/Interventionist/Admin Team. Perform Admissions Navigator Managers/Director of Admissions/Care Team/Interventionist/Admin Team annual performance reviews timely and ensure Call Center Staff receive reviews timely. Partner with Marketing and Finance to identify potential business issues and provide strategies to overcome. Drive initiatives in the management team and organizationally that contributes to long-term operational excellence that allows for scalable growth. Accomplish organization goals by accepting ownership for accomplishing new and different business initiatives. Collaborate with outside Business Development team to develop processes and procedures to maximize referral strategy, including weekly conference calls and quarterly conferences. Collaborate with Human Resources to design and implement succession planning. Partner with Training & Development on training initiatives including new hire training, continuous training, leadership training and miscellaneous training initiatives. Partner with the IT team to maintain and enhance system capabilities. Partner with AAC’s Internal Recruiting Team to implement behavioral interviewing and consistency with the interview process, including screening of resumes, scheduling interviews, and participating in the interview process. Partner with Facility leadership on training/education initiatives for Call Center Personnel. Partner with CRMS and insurance team to stay abreast of industry trends. Create a culture focused on continual improvement and one that aligns to the overall Company purpose, vision, and mission. Openness to coaching and continual improvement. QualificationsEducation/Experience:
Bachelor’s Degree in Business, Management, or other related field, or a combination of education and experience that demonstrates the required skills. Minimum of five years’ management experience.Skilled in exercising initiative, judgement, problem-solving, and decision-making. Experienced in government regulations and compliance requirement. Excellent leadership skills with demonstrated ability to effectively lead in a changing environment. Ability and willingness to work a flexible schedule including weekends, holidays, shift changes. Ability to monitor, coach, train and motivate team members. Ability to interact effectively as either a leader or as a member of a team and work collaboratively with others. Ability to manage multiple tasks and successfully meet deadlines. Ability to implement policies, procedures and defined business plan(s). Advanced ability to read and interpret written information; write clearly and informatively; edits work for spelling and grammar. Ability to speak clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; and participates in meetings. Advanced knowledge of Microsoft Office; including Word, Excel, SharePoint, Access and Outlook. Ability to perform multi-functional tasks; detail oriented. Ability to use critical thinking and communication skills.Physical Requirements
AAC is committed to principles of equal opportunities for all employees. The Company will provide reasonable accommodations that are necessary to comply with State and Federal disability discrimination laws
Prolonged sitting at a deskMust be able to lift 15 pounds at a timeAmerican Addiction Centers is an equal opportunity employer. American Addiction Centers prohibits employment practices that discriminate against individuals or groups of employees on the basis of age, color disability, national origin, race, religion, sex, sexual orientation, pregnancy, veteran or military status, genetic information or any other category deemed protected by state and/or federal law.
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