Director of Admissions

Position Title: Director of Admissions

Reports To: Chief Executive Officer (CEO)

Supervises: Intake Specialists, Administrative Intake Support

Position Classification: Exempt with On Call As Needed

The Director of Admissions is an on-site role that oversees the full admissions process for clients entering The Collective Programs’ treatment programs. This role ensures timely, ethical, and clinically appropriate admissions decisions while managing the department’s performance, communication standards, documentation quality, and customer service expectations. The Intake Director leads all inbound and outbound communication strategies, referral management, KPI tracking, and coordination with clinical and operational leadership to support program census, safety, and integrity.

● Direct oversight of admissions staff including hiring, onboarding, scheduling, performance evaluation, and corrective action

● Leadership of departmental meetings, workflow processes, and quality improvement initiatives

● Ensures adherence to professional boundaries, trauma-informed communication, and ethical standards

● Manages referral source relationships and community partnerships

● Oversee daily admissions operations, ensuring timely response to inquiries

● Maintain high customer service standards across all communication channels

● Ensure communication, professionalism, and clinically-informed language across the team

● Maintain departmental staffing, scheduling, and performance metrics

● Conduct on phone and/or in-person pre-screening, assessment coordination, and eligibility verification

● Converse effectively with referring professionals, families and patients to assess competence for treatment and detail The Collective’s program design & structure

● Coordinate with clinical and medical leadership regarding high-risk or complex cases

● Ensure all required documents are collected for admission (intake packet, IDs, insurance cards, consents)

● Maintain chain-of-command communication for escalations

● Ensure accurate tracking of admissions data, lead sources, and conversion rates

● Oversee documentation of pre-screens, call logs, referral entries, and eligibility notes

● Support EMR accuracy and compliance with documentation standards

● Build and maintain relationships with referents, community partners, and providers

● Oversee outreach and communication with referral sources

● Maintain professionalism and accuracy when communicating estimated wait times or program suitability

● Ensure department compliance with Department of Social Services, HIPAA, and state confidentiality rules

● Participate in audits, surveys, and quality improvement planning

● Conduct regular reviews of communication logs and documentation correctness

● Provide training to staff on boundaries, documentation, communication skills, and compliance

● Track KPIs including:

○ Average Daily Census (ADC)

○ Conversion rates

○ Referral patterns

○ Caseload distribution

○ Weekly/monthly census reports

● Present KPI insights to CEO and Leadership Team

● Knowledge of behavioral health levels of care, diagnostic terminology, and common client needs

● Knowledge of HIPAA, confidentiality laws, and ethical communication practices

● Understanding of Department of Social Services documentation expectations and intake standards

● Knowledge of high-risk indicators, safety red flags, and appropriate escalation protocols

● Knowledge of CRM/EMR workflows and referral management tools

● Strong leadership and team-management abilities

● Excellent verbal and written communication skills

● Ability to oversee, train, and evaluate staff in trauma-informed customer service

● Ability to assess risk factors during pre-screens and escalate appropriately

● Strong organizational and time-management skills

● Ability to analyze admissions metrics and adjust workflow based on trends

● Ability to coordinate workloads across staff to maintain timely response rates

● Maintains professional boundaries and ethical communication at all times

● Demonstrates emotional intelligence and calmness in fast-paced or crisis situations

● Demonstrates cultural humility and respect for all clients and staff

● Maintains reliability, accountability, and consistent follow-through

● Demonstrates strong conflict-resolution skills and team-oriented communication

● Ability to speak sensitively with adults experiencing depression, anxiety, trauma, or emotional dysregulation

● Ability to identify verbal and non-verbal cues indicating crisis or high risk

● Understanding of cultural, developmental, and trauma-related considerations in intake communication

● Ability to maintain a trauma-informed tone that avoids re-traumatization during stressful calls

● Prior experience leading an admissions or intake department in behavioral health strongly preferred

● Ability to apply prior experience to improve workflows, manage KPIs, and ensure compliance

● Ability to coach staff through difficult calls, escalations, or performance concerns

● Ability to use past experience to support program census goals and operational continuity

● Bachelor’s degree preferred (behavioral health, communications, business, or related field)

● Minimum 3 years’ experience in admissions, intake, or call-center leadership preferred

● Behavioral health or medical admissions experience strongly preferred

● Cleared Background Check / Pre-Employment UDS

• ● Valid California Driver’s License required