Admissions Call Center Supervisor

Gaudenzia, Inc.•Ranshaw, PA

About The Position

We need hope-bringers and changemakers - because the work we all do matters. Join a team that shows up for each other as much as we show up for our clients. At Gaudenzia, your purpose fuels progress - for yourself and others. Gaudenzia's Mission: Gaudenzia's Mission is to promote long-term recovery by providing comprehensive treatment and support to people with substance use disorder, co-occurring mental health disorders, and related conditions, regardless of individual circumstances Your responsibilities in this role may include: Supervises and coordinates comprehensive call center operations for substance use disorder (SUD) services while providing backup coverage for admissions and other departmental call queues. Responsible for ensuring exceptional customer service, maintaining operational efficiency, and leading a team of call center representatives. This role is crucial in supporting individuals seeking treatment while ensuring smooth organizational communication flow and regulatory compliance.

Requirements

Associate's degree in Healthcare Administration, Business Management, or related field
3+ years’ experience in a call center environment
Demonstrated experience with substance use disorder services and terminology
Comprehensive knowledge of healthcare regulations, HIPAA requirements, and compliance standards
Advanced proficiency in call center technology, CRM systems, and reporting tools
Strong leadership abilities with proven track record of team development
Excellence in problem-solving and decision-making skills
Superior verbal and written communication capabilities
Demonstrated expertise in crisis management and de-escalation techniques
Experience with performance metrics analysis and reporting
Proven ability to manage multiple priorities in a fast-paced environment

Nice To Haves

Bachelor's degree in Healthcare Administration, Behavioral Health, or related field
5+ years’ experience in behavioral health or addiction treatment settings
3+ years supervisory experience in a call center environment
Bilingual capabilities (Spanish preferred)
Professional certification in call center management or healthcare administration
Advanced knowledge of insurance verification, authorization processes, and medical billing
Experience with workforce management and scheduling software
Background in mental health crisis intervention
Knowledge of motivational interviewing techniques
Experience with electronic health record systems
Project management certification or experience

Responsibilities

Supervise, coach, and develop a team of call center representatives handling SUD-related inquiries and admissions calls
Create and implement comprehensive training programs for new and existing staff
Monitor and evaluate call metrics, quality assurance standards, and staff performance indicators
Provide real-time support and backup coverage for admissions and other departmental call queues
Develop, implement, and maintain call center procedures, workflows, and best practices
Ensure strict adherence to HIPAA compliance and proper documentation protocols
Generate and analyze detailed reports on call center performance, metrics, and trends
Handle complex escalated calls and challenging customer service situations
Coordinate seamlessly with clinical teams, admissions, and other departments
Maintain current knowledge of SUD services, treatment options, and insurance requirements
Schedule and conduct regular team meetings and individual coaching sessions
Implement continuous improvement initiatives based on call center metrics and feedback
Manage staff scheduling to ensure appropriate coverage across all shifts
Oversee quality monitoring program including call recording reviews
Develop and maintain emergency response protocols for crisis calls
All other duties as assigned