Senior Admissions Manager

Job Description

<p><b>Division</b>: Inpatient</p><p><b>Location</b>: Remote </p><p><b>Job Type</b>: Full-Time, Permanent</p><p><b>Hours</b>: 40 Hours Per Week</p><p><b>Schedule</b><b>:</b> Monday to Friday, 9:00 am to 5:00 pm</p><p>Come join our growing organization as a part of a high performing CARE team who are committed to changing the lives of people suffering from addiction</p><p><b>Reference ID</b>: GNS251</p><p><br></p><p><b>JOB SUMMARY</b></p><p>The <b>Senior Admissions Manager</b> provides strategic and operational leadership for CATC’s inbound call centre, overseeing the <b>Admissions Manager</b> and the <b>Admissions Team</b>. This position is accountable for daily operations that support CATC’s inpatient and Virtual Intensive Outpatient Program (VIOP) admissions and revenue objectives. The role focuses on optimizing pipeline management through effective Salesforce training, administration, and data oversight. This individual is responsible for delivering active coaching and continuous professional development to team members, consistently driving performance toward achieving and surpassing both admissions and revenue targets. </p><p> </p><p>Reporting to the Director of Inpatient Operations, this leader provides strategic direction and operational oversight to ensure timely, compassionate, and effective responses to inquiries generated through both digital and traditional marketing channels. The Senior Admission Manager is guided by a commitment to accessibility, responsiveness, and client excellence. </p><p><br></p><p>This role will be working a variety of shifts from an appropriately equipped workspace in their home, and will be expected to travel to other business locations, including our head office in Markham and our inpatient facilities located across Ontario. </p><p><br></p><p><b>KEY DUTIES AND RESPONSIBILITIES</b></p><ul><li>Provide strategic leadership for the Admissions Team “self-referred” line of business and main communication point for the Senior Leadership Team.</li><li>Develop and implement strict guidelines for the team around the management of the pipeline in Salesforce and the importance of data integrity.</li><li>Drive the Admissions Team towards attainment of goals and personal performance against their variable compensation plans.</li><li>Escalate and manage issues effectively, foster strong cross-functional relationships, and establish clear expectations for team activities. </li><li>Navigate a dynamic and fast-paced environment, identify solutions proactively, and lead the team with resilience and purpose.</li><li>Ensure all inbound leads are assigned and addressed promptly and dispositioned with detail in Salesforce.</li><li>Evaluate and improve processes to enhance client experience and operational efficiency, exercising sound judgment in decision-making.</li><li>Report daily on challenges, roadblocks, or distractions preventing the Admissions Team from focusing on conversion.</li><li>Conduct regular coaching and quality assurance through call monitoring, performance reviews, and Salesforce activity audits. </li><li>Motivate the team towards the attainment of monthly team admissions goals.</li><li>Ensure adherence to established processes and policies through regular quality assurance reviews. </li><li>Track and monitor all activity in CRM/EMR.</li><li>Provide information on programs and services available across the CATC Network, or provide information/referral to external providers as appropriate.</li><li>Maintain open communication with other interdisciplinary team members regarding client cases and attend team meetings as required.</li><li>Preparing reports, data management, and including data entry as required.</li><li>Adapt to evolving business needs, including process improvements, or additional responsibilities.</li><li>Other duties as assigned.</li></ul><p><br></p><p><b>EDUCATION, SKILLS AND ABILITIES</b></p><ul><li>Bachelor's Degree or a combination of education and experience in a related field.</li><li>5+ years of previous experience managing a team of 10 or more sales or customer service professionals in a high-volume inbound call centre environment. </li><li>Previous experience in the field of addiction/mental health OR a strong background in sales</li><li>Must have a proven track record of leading with authority, holding teams accountable, and demonstrating an ability to creatively drive productivity on a daily, weekly, and monthly basis.</li><li>Proven success in building pipelines and overachieving quotas and targets.</li><li>Five or more years of experience with Salesforce or similar CRM (preferred) and with telephone systems, like Ring Central or other “call-queue” management systems.</li><li>Proven ability to speak to and manage revenue and new customer acquisition goals.</li><li>Proven track record of successfully meeting KPIs/revenue targets, etc.</li><li>Excellent communication skills, including verbal, presentation, and written.</li><li>Proficient in MS Office products (Excel, Word, MS Outlook, PowerPoint).</li><li>Excellent communication, people management skills and a self-directed, creative team player </li><li>Ability to multitask, prioritize, and demonstrate effective time management skills.</li><li>Self-motivated, with a drive for over-performance and a strong desire to help people in crisis.</li><li>Strong organizational skills and the ability to communicate effectively with senior leadership.</li></ul><p><br></p>