Director of Admissions

The Director of Admissions, Multi-Site is a hands-on leader responsible for the overall performance, quality, and operational integrity of admissions across assigned facilities. This role operates as a player-coach - directly engaged in admissions activity while providing leadership, coaching, and full accountability for team performance and outcomes across multiple sites. Embedded in the daily work, the Director of Admissions develops a deep understanding of individual and team performance, work behaviors, and development needs. This insight is used to build a high-performing, accountable team that consistently delivers results while maintaining client-centered, concierge-level experiences. Reporting to the Vice President of Admissions, the Director of Admissions owns admissions performance across assigned sites, including conversion, pipeline management, and responsiveness. The role serves as the accountable admissions leader bridging organizational priorities and frontline execution across assigned sites. Please note that while this is a remote position, this person will be assigned to two of our California facilities and will be required to travel to each. Qualifications: Bachelor’s degree required in Business, Healthcare Administration, Psychology, Social Work, or a related field; equivalent experience may be considered. Minimum of 3–5 years of progressive experience in behavioral health admissions, intake, or a related field. Demonstrated success in a performance-driven, metrics-based environment with accountability for outcomes. Prior experience coaching, mentoring, or leading others required; formal management experience preferred. Strong working knowledge of admissions functions including clinical pre-screening, risk assessment, psychiatric and substance use symptomology, and crisis management protocols. Proficiency with CRM platforms (e.g., Salesforce), call tracking systems, and EMR/EHR tools (e.g., KIPU) required. Motivational Interviewing knowledge or training preferred. Strong interpersonal, communication, and conflict resolution skills with the ability to manage high-pressure situations. Any required licensure, registration, or certification must be current and maintained in good standing, as applicable. Must successfully complete a comprehensive background check, MVR screen, and drug screen. Flexibility working evenings, nights, and weekends as operational needs require. Key Duties & Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed must be representative of the knowledge, skills, minimum education, training, licensure, experience, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Frontline Team Leadership & Daily Engagement: Serve as the primary admissions leader for both assigned sites, with full accountability for team performance, engagement, and results. Conduct structured one-on-one meetings with team members on a consistent cadence to review performance, provide coaching, and remove barriers. Monitor live and recorded calls regularly; deliver timely, specific, and actionable coaching feedback. Build a detailed understanding of each team member’s strengths, development areas, and performance trends, and tailor coaching accordingly. Facilitate team huddles, training sessions, and ongoing development opportunities. Model and reinforce a culture of urgency, empathy, accountability, and professionalism in all interactions. Admissions Operations & Coverage: Own staffing schedules and ensure appropriate coverage across assigned sites, including oversight and management of, and participation in, on-call rotations. Ensure responsiveness standards are consistently met, including speed-to-contact and missed call expectations. Actively participate in admissions activity, including handling calls, supporting complex cases, and assisting with conversions as needed. Establish, standardize, and enforce consistent execution of the end-to-end inquiry-to-admission process across assigned sites. Identify and resolve operational barriers impacting admissions performance; escalate when necessary. Serve as the primary admissions leader in partnership with facility Executive Directors/CEOs, representing admissions performance and operational needs. Conversion Performance & KPI Ownership: Own and be accountable for admissions performance across assigned sites, including conversion, volume, and pipeline outcomes. Monitor and analyze performance data and intervene directly and decisively when performance falls below expectations. Hold team members accountable to established performance expectations and benchmarks. Actively manage opportunity pipelines to ensure timely follow-up, effective qualification, and consistent closing activity. Provide regular updates to the VP of Admissions on performance, risks, and opportunities. Quality Assurance & Documentation Standards: Conduct ongoing call monitoring and documentation audits to ensure quality, accuracy, and compliance. Ensure all admissions activity is accurately documented in CRM and EMR systems in a timely manner. Address documentation errors, process breakdowns, and performance gaps directly through coaching and corrective action. Ensure all client and family interactions reflect organizational standards of compassion, professionalism, and urgency. Staff Development & Talent Management: Lead hiring, onboarding, and training, and make final decisions regarding hiring, development, and separation aligned with organizational standards. Provide ongoing coaching and development to improve individual and team performance. Own performance management processes, including goal setting, corrective action, and termination decisions. Identify high-potential team members and support growth and advancement opportunities. Monitor team engagement, morale, and retention risks; proactively address concerns. Financial & Operational Alignment: Ensure accurate and professional communication of financial expectations, payment processes, and insurance education to clients and families. Operate within established financial parameters; reinforce responsible and consistent practices across the team. Partner with Business Development to support admissions flow and referral relationships. Compliance & Professional Standards: Ensure all admissions activity complies with applicable federal, state, and organizational regulations, including HIPAA. Ensure team adherence to compliance, documentation, and ethical standards. Address non-compliance directly and escalate when appropriate. Maintain the highest standards of professionalism, ethics, and client-centered care. Perform other related duties as assigned. Strategic & Operational Alignment: Ensure consistency in admissions processes, expectations, and performance standards across assigned sites Identify trends and recommend operational improvements to the VP of Admissions Support implementation of new initiatives, workflows, and performance expectations Travel: Travel is expected for this position on a periodic basis to maintain engagement and oversight across assigned facilities. On-site presence is generally 2–3 visits per quarter per site, or as business needs dictate. Performance Assessment Criteria: Universal: Client Privacy: Safeguards clients' privacy and confidentiality. Collaboration and Teamwork: Functions effectively and professionally as a team member. Expresses opinions professionally and works to resolve differences of opinion. Dependability: Is punctual and conscientious about absences from work. Willingly accepts additional responsibilities as assigned. Ethics & Professionalism: Complies with all laws, regulations, policies, and ethical codes. Seeks supervision and consultation. Personal Effectiveness: Recognizes and manages their emotions and feelings under stress and deals effectively with change. Quality Improvement: Recognizes, takes initiative, and rapidly addresses any errors in care. Results Oriented: Demonstrates initiative, prioritizes effectively, focuses on results and desired outcomes and carries through instructions without close supervision. Technology: Uses technology tools required for their job (e.g. KIPU, Salesforce, etc.) efficiently and effectively, documenting accurately, completely, and in a timely manner. Work Quality: Consistently follows through on assigned tasks and demonstrates competency and technical knowledge of their job responsibilities. Admissions: Maintains admissions performance at or above established targets across assigned sites. Ensures consistent execution of the opportunity-to-admission process across all assigned teams. Reinforces a culture of urgency, empathy, and professionalism in all client and family interactions. Ensures accuracy and consistency in financial conversations and admissions processes. Customer Focus: Builds and maintains effective relationships with site leadership and cross-functional partners. Responds to operational needs and issues with urgency and a solution-oriented mindset. Demonstrates clear, professional, and effective communication at all levels. Manager: Accountability: Holds self and team accountable to defined standards and outcomes. Coaching & Development: Actively develops team members through consistent feedback and training. Staff Management: Makes effective hiring decisions and manages performance appropriately. Planning & Organization: Effectively manages schedules, coverage, and operational priorities across sites. Business Alignment: Translates organizational priorities into daily team execution. #GMH