Call Center Director – Substance Use Disorder (SUD)
NewVista Behavioral Health
•$70,000 - $100,000•Onsite
About The Position
The Call Center Director – SUD is responsible for leading all call center operations supporting substance use disorder treatment services. This role ensures timely patient access to care, oversees intake and scheduling, and drives a high-quality patient experience across a multi-site organization.
Requirements
- Bachelor’s degree in Healthcare, Business, or related field preferred
- 3+ years of call center leadership experience preferred
- Experience in substance use disorder treatment, admissions, or healthcare access strongly preferred
- Strong understanding of call center metrics and performance management
- Proven leadership and team development skills
- Experience working in a high-volume, fast-paced environment
Responsibilities
- Lead daily call center operations including intake, scheduling, and patient inquiries
- Develop strategies to improve access to SUD treatment, call responsiveness, and conversion to admissions
- Monitor KPIs such as call volume, wait times, abandonment rates, and admissions conversion
- Oversee staff hiring, training, coaching, and performance management
- Ensure staff are trained in addiction treatment services, intake protocols, and customer service best practices
- Collaborate with clinical and admissions teams to align intake with program capacity
- Ensure compliance with HIPAA and regulatory requirements
- Implement and optimize call center systems (phone, CRM, scheduling tools)
- Develop scripts and workflows specific to SUD admissions and patient engagement
- Analyze data trends to improve performance and patient access
- Support crisis call handling and appropriate triage for individuals seeking treatment
Benefits
- Medical Packages with Rx
- Flexible Spending Accounts (FSA)
- Dependent Care Spending Accounts
- Dental Care Program
- Vision Plan
- Life Insurance Options
- Accidental Insurances
- Paid Time Off + Paid Holidays
- Employee Assistance Programs
- 401k with a Company Match
- Education + Leadership Development
- Up to $15,000 in Tuition Reimbursements
- Student Loan Forgiveness Programs
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What This Job Offers
Job Type
Full-time
Career Level
Manager
