Director of Admissions

Job Summary
The Director of Admissions is a pivotal leader at Ava Health, tasked with ensuring that all admission efforts are aligned with a singular objective: delivering transformative outcomes for clients with substance use and mental health disorders. This role is foundational to creating a culture where every team member is focused on excellence, collaboration, and continuous improvement. With a lens on both the strategic and operational needs of a dynamic startup environment, the Director of Admissions will partner closely with the COO and other leaders to develop, implement, and oversee systems across residential and outpatient programs. Through hands-on guidance and commitment to Ava Health's mission, this role sets the tone for treatment quality, innovation, and success.

The Director of Admissions is a key member of the senior leadership team, responsible for the collaborative design, development, implementation, and oversight of admissions and CRM systems at Ava Health. This role ensures the delivery of a high-quality first point of contact for clients with substance use and mental health disorders across residential and outpatient programs. The Director of Admissions is a shared driver of a treatment experience of excellence, regulatory compliance, staff development, and innovative process design to meet the needs of a dynamic and growing organization. The Director of Admissions shares in the guarantee of compliance with all Ava Health policies and procedures regarding quality assurance, safety, privacy and all other related regulatory requirements participating in regular performance improvement committee work. The performance of the Director of Admissions sets the stage and example for all aspects of the delivery of services and their integration into all departments. This individual in this position consistently demonstrates behaviors that enhance professional performance for all staff and reflect the key moral commitments, ethical principles, values and philosophy of Ava Health as set forth in our Mission, Vision and Values.

Essential Responsibilities

Admissions Process Management

• Oversee the entire admissions process, ensuring timely response to inquiries and seamless client transitions into care.
• Develop and implement standardized screening and intake procedures to assess client needs effectively.
• Optimize pre-admission assessments to improve clinical appropriateness of placements.
• Ensure that all admissions procedures comply with licensing, accreditation, and funding source requirements.

Client Engagement and Experience

• Foster a compassionate, client-centered approach throughout the admissions process.
• Implement strategies to minimize barriers to treatment, including financial, logistical, and clinical concerns.
• Monitor client satisfaction with the admissions process and adjust workflows as needed.

Collaboration and Communication

• Serve as the primary liaison between admissions, clinical, and operational teams to ensure smooth transitions of care.
• Work closely with marketing and outreach teams to align messaging and increase appropriate referrals.
• Establish strong relationships with referral sources, including hospitals, detox centers, courts, and community partners.

Insurance and Financial Coordination

• Oversee insurance verification and authorization processes to ensure timely approvals and minimize denials.
• Collaborate with billing and finance teams to ensure financial transparency and minimize out-of-pocket barriers for clients.
• Stay current on payer requirements and reimbursement models to optimize revenue cycle management.

Data and Performance Management

• Track and analyze admissions data to identify trends, improve conversion rates, and enhance operational efficiency.
• Implement data-driven decision-making processes to improve client engagement, reduce no-show rates, and increase overall admissions.
• Utilize CRM and EHR systems to ensure accurate and efficient documentation of admissions activities.

Compliance and Quality Assurance

• Ensure that all admission practices align with state and federal regulations, including HIPAA and 42 CFR Part 2.
• Conduct regular audits to maintain compliance and enhance process improvements.
• Lead training efforts to ensure staff are well-versed in admissions procedures, documentation, and customer service.

Team Leadership and Development

• Supervise, train, and support admissions staff to maintain a high-performance team.
• Establish clear expectations, performance benchmarks, and ongoing professional development opportunities.
• Foster a culture of collaboration, accountability, and client-centered care.

Qualifications

Education and Experience

• Bachelor's or Master's degree in Social Work, Counseling, Psychology, Healthcare Administration, or a related field required.
• Minimum of 5 years of experience in behavioral health admissions, intake coordination, or case management, with at least 3 years in a leadership role.
• Experience in residential treatment, stabilization units, and outpatient settings is highly preferred.
• Knowledge of insurance verification, authorization processes, and payer requirements.

Skills and Competencies

• Strong understanding of behavioral health admissions workflows and best practices.
• Proficiency in EHR, CRM, and admissions tracking systems.
• Excellent leadership, communication, and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong data analysis and reporting capabilities to drive admissions improvements.
• Commitment to diversity, equity, and inclusion in all aspects of admissions and client engagement.

Key Performance Indicators (KPIs)

Operational KPIs:

• Admissions Conversion Rate - Percentage of inquiries that result in successful admissions.
• Response Time - Average time taken to respond to new inquiries.
• Intake Completion Rate - Percentage of scheduled intakes that are completed.
• Time to Admission - Average duration from initial contact to program entry.

Financial KPIs:

• Insurance Authorization Rate - Percentage of admissions successfully authorized by insurance.
• Payer Mix Optimization - Balance of private insurance, Medicaid, and self-pay clients.
• Denial Rate - Percentage of claims denied due to incomplete or incorrect pre-admission processes.

Client and Staff Satisfaction KPIs:

• Client Satisfaction Scores - Ratings of the admissions process from post-intake surveys.
• Staff Efficiency and Productivity - Number of admissions processed per staff member.
• Referral Partner Engagement - Number of active referral partnerships and quality of relationships.