Manager of Admissions

About the role

Ria Health, recognized as the leading national telehealth provider specializing in alcohol use disorder (AUD) treatment, is seeking a dedicated Supervisor of Admissions to support the day-to-day operations of our Admissions team. This role will focus on real-time oversight of Admissions Specialists, ensuring efficient scheduling, strong performance, and a high-quality patient experience throughout the admissions process.

The ideal candidate is highly organized, proactive, and comfortable operating in a fast-paced call center environment, with a strong focus on team performance, accountability, and continuous improvement.

Responsibilities

• Ensure adequate staffing adherence to schedules of Admissions Specialists.
• Provide ongoing coaching to Admissions Specialists, conduct monthly 1:1 sessions, and develop effective talk tracks for high-quality calls and outcomes.
• Conduct daily call reviews and provide real-time supervision, feedback, and guidance to Admissions Specialists to improve performance and ensure quality interactions.
• Conduct onboarding, 30-60-90 day reviews, and monthly performance reviews with each team member.
• Provide support on an as-needed basis for occasional weekend coverage to address urgent issues and support team members. This may evolve into a rotating on-call schedule among supervisors as business needs grow.
• Ensure accuracy and quality across admissions, insurance processes, change of contracts, and EMR operations.
• Step in to handle inbound calls on an as-needed basis during periods of high volume or limited agent availability.
• Implement measures to identify and rectify errors promptly.
• Increase Admissions Specialist productivity by monitoring CRM and phone systems, identifying performance trends, and addressing gaps through targeted coaching and support.
• Reduce errors in enrollment workflows.
• Achieve a 90% satisfaction rate among enrollment specialists through continuous coaching and training sessions, as measured by quarterly surveys.
• Proactively identify opportunities for process improvement and implement solutions to enhance overall quality and efficiency in call center operations.
• Other duties as assigned.

Requirements

• 5 years of experience in a call center management environment.
• Workforce management and schedule development experience strongly preferred.
• Strong analytical skills and attention to detail.
• Ability to work independently and collaboratively in a fast-paced environment.
• Behavioral Health experience preferred.
• Polished and professional in delivery/communicator: active listener, excellent verbal and written communication skills.
• Experience working with CRM systems, call management software, and proficiency in Google Workspace (Docs, Sheets, Gmail, etc.).
• Flexible and naturally curious with an interest in discovering solutions to current company challenges.
• Has never been placed on a Performance Improvement Plan with Ria Health.

Benefits

• Become part of a mission-driven team delivering innovative, next-generation care for alcohol use disorder.
• Grow professionally within a rapidly scaling tech-enabled healthcare organization.
• Competitive compensation packages.
• Comprehensive medical, dental, and vision insurance.
• Paid time off (PTO) that supports work–life balance.
• Remote and hybrid work options based on role and business needs.
• Ongoing telehealth training, development, and learning opportunities.