Manager of Admissions

Ria Health•Hamden, CT

About The Position

Ria Health is a leading national telehealth provider specializing in alcohol use disorder (AUD) treatment. The company recently secured $12.5 million in Series B financing and $18 million in Series A, with investments from Peloton Equity, SV Health, BPEA, SOSV, Anthem Blue Cross Blue Shield, UnitedHealth Group Optum, Beacon Health Options, Highmark Health, and Magellan Health. Ria Health aims to help patients reduce or eliminate alcohol consumption for healthier lives. The organization is seeking a dedicated Supervisor of Admissions to oversee the day-to-day operations of its Admissions team. This role involves real-time oversight of Admissions Specialists, ensuring efficient scheduling, strong performance, and a high-quality patient experience throughout the admissions process. Key responsibilities include monitoring daily call center activity, managing team schedules and calendars, tracking PTO, identifying coverage gaps, and making real-time adjustments to meet business needs. The Supervisor will also focus on coaching and development, providing ongoing feedback, reinforcing best practices, improving performance, maintaining accountability to KPIs, and ensuring consistency in the admissions process. Additionally, this role supports quality and operational workflows by reviewing calls, addressing process gaps, and ensuring accuracy in enrollment activities such as insurance verification, change of contract (COF agreements), and system workflows. 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.

Requirements

5 years of experience in a call center management environment
Strong analytical skills and attention to detail
Ability to work independently and collaboratively in a fast-paced environment
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

Nice To Haves

Workforce management and schedule development experience strongly preferred
Behavioral Health experience preferred

Responsibilities

Ensure adequate staffing adherence to schedules of Admissions Specialists
Responsible for full oversight of staffing
Provide ongoing coaching to Admissions Specialists
Conduct monthly 1:1 sessions
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
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
Conduct onboarding, 30-60-90 day reviews, and monthly performance reviews with each team member according to the established schedule
Proactively identify opportunities for process improvement and implement solutions to enhance overall quality and efficiency in call center operations
Other duties as assigned