EXECUTIVE DIRECTOR

UHS•Brentwood, TN

About The Position

Executive Director-National Call Center Operations is responsible for the strategic leadership, operational oversight, and performance management of a high-volume call centers under the National Call Center. This includes but is not limited to Foundations Recovery Network, Behavioral Health Connections Command Centers and the NRO Clinical Group. The National Call Center serves as the central intake hub for several addiction treatment facilities, Inpatient Hospital and Hospital based programs and Outpatient services across the division. The position requires handling inquiries related to level-of-care triage, benefit verification, travel coordination, and referral processing. The Director ensures that all departmental functions are executed efficiently and consistently, including staff scheduling, workflow coordination, and achievement of key performance indicators. This role will have a matrixed relationship to all FRN Intake Departments. This position manages communication with business development teams, feedback loop and integration with digital marketing, and facility CEOs/C-suite leaders through daily operations and strategic collaboration. Finally, developing training and maintaining a playbook on selling BH/SUD services in the elective space with integrity to all call centers under the National Call Center. This position requires a strong command of behavioral health and substance use disorder treatment protocols, admissions processes, risk assessment, and dual-diagnosis treatment models. The Director must demonstrate exceptional leadership skills with the ability to coach and develop management-level staff, implement scalable and replicable systems, and uphold the organization’s mission, vision, and values. This position calls for a metrics-driven, process-oriented leader who is adept at analyzing complex situations, driving performance improvement, and creating a culture of accountability, collaboration, and service excellence. Travel up to 20% is required.

Requirements

Bachelor's degree required, Master's preferred
8-10 years related experience required
Ability to lead and manage a diverse group of employees to accomplish company goals andobjectives.
Skilled in analyzing performance metrics to drive departmental success.
Excellent written and verbal communication
Proficient with computers and data management.
Knowledge of behavioral health program operations including patient rights.
Excellent organization skills with ability to prioritize workload.

Responsibilities

Manages the strategic direction for the department based upon company goals and objectives.
Creates an inquiry call atmosphere that allows Call Center Agents to build rapport, assess needs, and efficiently guide callers to appropriate care within National Call Center sites or an out-referral relationship in a timely, effective, and efficient manner.
Develops and implements a performance-based enhancement process to set specific performance standards for each team member and ensure the achievement of monthly KPI goals.
Collaborates with facility CEO’s (and designees), Business Development Teams, and Marketing Teams to coordinate intake activities, maintain positive relationships, and ensure seamless communication between the call centers and all external partners.
Collaborates with all department heads to ensure collectively that the team is working together to provide all essential tools and services needed to operate a world class National Call Center.