Director of Admissions- Hybrid

Ria Health•Hamden, CT

12h•Hybrid

About The Position

The Director of Admissions leads Ria Health’s admissions team and is responsible for lead conversion and patient enrollment. The role oversees the admissions process from first contact through the first appointment, including screening prospective patients for program suitability, verifying benefits, and scheduling appointments for new enrollees. In partnership with Business Development, the Director manages enrollment of referred patients and builds relationships with external organizations to grow referral channels. The Director hires, trains, and manages staff; establishes call-scoring and quality standards; and reports on enrollment performance, agent activity, and telephone service standards. The role also develops professional growth opportunities for the team, provides feedback on process efficiency, and communicates across the organization to support continuous improvement while embodying Ria Health’s Mission, Vision, and Values.

Requirements

At least 5 years of overall experience in telehealth-related operational and/or enrollment counseling roles.
At least 3 years of client-focused program, project, and process management experience, including operational and cross-functional workflows.
Strong customer focus and experience managing client relationships.
Ability to manage client escalations promptly and drive resolution while maintaining client satisfaction.
Ability to respond to changes in project scope and schedule and reprioritize work across competing priorities.
Ability to optimize processes, think creatively, and lead change.
Ability to formulate and express ideas clearly and effectively in verbal and written presentations.
Effective communication skills to mitigate project risk.
Fluency with G-Suite and Microsoft Office, including Excel, Word, and PowerPoint, as well as other management tools.
Ability to work in a fast-paced environment.

Responsibilities

Manage staff, plan and evaluate departmental activities, and accomplish department objectives.
Increase patient enrollments and oversee the admissions process from first contact through the first appointment.
Hire, train, and manage admissions staff and set call-scoring and quality standards.
Screen prospective patients for suitability, verify benefits, and schedule appointments for new enrollees.
Report on enrollment performance, agent activity, and telephone service standards.
Work with Business Development to manage enrollment of referred patients and build relationships with external organizations to grow referral channels.
Develop professional growth opportunities for the enrollment team and organize team roles and responsibilities.
Oversee team leads in training, coaching, enrollment operations, and process improvement.
Serve as a point of contact for other departments, report on enrollment activity, and collaborate on new projects or needs.
Communicate effectively with team members across the organization.
Provide feedback on Enrollment Center efficiency and work with the team to define scalable processes.
Demonstrate Ria Health’s Mission, Vision, and Values in behaviors, practices, and decisions.