Director of Call Center

Hickory Recovery•Indianapolis, IN

About The Position

The Call Center Director leads all outbound and inbound communication functions that support admissions, referral management, crisis triage, and family engagement for a residential treatment facility. The Call Center Director ensures that every caller (prospective clients, families, referral partners, and community agencies) receives timely, accurate, and compassionate support. The director oversees call center operations, staff performance, workflow design, and compliance with Indiana state regulations and organizational policies.

Requirements

Bachelor’s degree in healthcare administration, business, behavioral health, nursing, social work, or related field preferred
Minimum of 5 years of call center leadership experience, preferably in healthcare, behavioral health, or human services.
Proven ability to translate complex data into actionable strategies and operational improvements.
Demonstrated expertise in data analysis, KPI development, and performance management
Strong command of call center metrics focusing on high volume outbound calls and mid-level inbound calls
Exhibit ability to motivate, coach, and build high‑performing teams
Strong leadership, management, organizational, and communication skills
Knowledge of psychiatric care systems, crisis management, and behavioral health resources
Ability to organize and prioritize a variety of tasks simultaneously.
Ability to manage high stress situations with professionalism and empathy.
Must hold a valid driver's license with reliable transportation.
Schedule flexibility may be REQUIRED to accommodate admissions

Nice To Haves

Experience in psychiatric, behavioral health, or substance use treatment settings strongly preferred

Responsibilities

Direct and coordinate the admissions process from initial inquiry through patient placement
Develop and maintain standardized screening, eligibility, and intake procedures in accordance with policy, state/federal regulations, and accreditation standards
Develop and implement policies, scripts, and workflows that support efficient, trauma‑informed communication.
Oversee accurate and timely completion of all required documentation, consents, and insurance verifications
Ensure 24/7 coverage for admissions inquiries and emergencies as applicable
Supervise, train, and evaluate admissions staff, providing ongoing coaching and professional development
Provide ongoing coaching, performance evaluations, and professional development for call center representatives
Foster a culture of empathy, accountability, and high‑quality customer service aligned with behavioral health best practices.
Cultivate and maintain strong relationships with referral sources, including hospitals, outpatient providers, law enforcement, community agencies and families
Monitor admission trends, conversion rates, and referral patterns; prepare regular reports for leadership
Use data to identify process improvements and capacity planning needs
Ensure secure handling of all patient information in compliance with HIPPA regulations
Collaborate with clinical leadership to assess and address patient risk factors prior to admission
Participate in audits, surveys, and quality improvement initiatives
Ensure all admissions processes align with legal, ethical, and regulatory standards.
Strong understanding of inbound and outbound phone technology
Foster a collaborative environment with clinical, nursing and behavioral teams to ensure smooth transitions from intake to treatment