Admissions Manager

The Emily Program; North Carolina; On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k)

Paid time off

Job summary

The Emily Program is seeking an Admissions Manager to lead the AC team, oversee daily admissions operations, and ensure a compassionate, efficient client experience for prospective and returning clients, families, and referral partners.

You will drive performance against KPIs, coach staff, and collaborate with clinical and operational teams to optimize access to care while maintaining HIPAA compliance and high-quality documentation.

Qualifications

• 3–5+ years of healthcare admissions or related operations experience.
• Experience in leadership, supervision, or team lead roles preferred.
• Experience with high-volume admissions environments is a plus.

Responsibilities

• Oversee daily admissions operations, including call monitoring and client throughput.
• Monitor conversion, live answer rate, and referral activity to maintain service standards.
• Provide coaching, supervision, and performance management for the admissions team.
• Identify process improvements and support onboarding and staff development.

Skills

Leadership

Healthcare admissions

Team management

Communication

Problem solving

Relationship building

Education

Bachelor’s degree in psychology or related field

Tools

Salesforce

Avatar NX

Job description

Our vision is a world of peaceful relationships with food, weight, and body image, where everyone with an eating disorder can experience recovery. We believe that exceptional, individualized care leads to lasting recovery from eating disorders. That's why our teams are comprised of compassionate, dedicated professionals from a variety of backgrounds who collaborate to provide the very best evidence-based care for our clients at all levels of care.

Position Overview

The Admissions Manager is responsible for leading and supporting the Admissions Coordinator (AC) team in delivering a compassionate, responsive, and operationally effective admissions experience for prospective and returning clients, families, and referral partners. This role oversees day-to-day admissions operations, team performance, workflow coordination, and census management while ensuring alignment with organizational goals related to access to care, conversion, responsiveness, and client experience.

The Admissions Manager provides coaching, guidance, and performance oversight to the admissions team in a fast-paced, mission-driven environment. The manager is accountable for the team meeting key performance indicators such as conversion rate, HLOC admissions and live answer rate. The manager is focused on developing a team that effectively manages objections, removes barriers and motivates prospective clients to seek treatment while navigating the administrative details of the admission process so clients can focus efforts on recovery. This role partners closely with other leaders across the organization including clinical, operational, and utilization management teams.

Success in this role requires strong leadership, operational decision-making, relationship management, and the ability to balance compassionate, client-centered care with business performance expectations.

Schedule

• 1.0 FTE, (40hrs/wk), working onsite Monday through Friday 8:00am to 5:00pm EST

Location

RTP Inpatient and Residential Treatment Center for Children, Adolescents, and Adults

4024 Stirrup Creek Drive, Suite 200, Durham NC 27703

Compensation Disclosure

• Admissions Manager Starting Salary Range: $80,000 - $90,000
• Additional bonus structure of up to 30%, on quarterly basis

Final Compensation offered will be within pay range based on qualifications/experience met for the position

How Admissions Managers Empower Recovery

Team Leadership & Staff Development

• Provide direct supervision, coaching, and performance management for ACs, AC Team Lead, and AC Administrative Assistant
• Foster a supportive, accountable, and collaborative team culture aligned with organizational values and mission.
• Monitor team productivity, responsiveness, conversion performance, documentation quality, and adherence to operational standards.
• Support onboarding, training, and continued development of admissions staff.
• Assist staff with escalated or complex admissions.

Admissions Operations & Workflow Oversight

• Oversee daily admissions operations, including call monitoring, to ensure timely, compassionate, and efficient movement of clients through the admissions process.
• Monitor inquiry volume, admissions activity to maintain service standards (e.g. live answer rate).
• Identify workflow inefficiencies, barriers to admission, or operational gaps and implement process improvements.
• Provide direct admissions support or queue coverage during periods of high volume or staffing needs.

Census Management & Performance Monitoring

• Monitor program capacity, waitlists, referral trends, and admission pacing across levels of care.
• Analyze admissions metrics, conversion rates, inquiry trends, and operational performance indicators.
• Escalate census concerns, placement barriers, or operational risks to leadership as appropriate.
• Utilize reporting tools and data to drive operational decision-making and team accountability.

Client Experience & Relationship Management

• Ensure prospective clients, families, and referral sources receive compassionate, responsive, and high-quality service throughout the admissions process.
• Promote a client-centered approach to admissions engagement.
• Support relationship-building efforts with referral partners and internal stakeholders.
• Collaborate cross-functionally with clinical, medical, utilization review, and operational teams to ensure seamless coordination of care access.

Compliance, Documentation & Quality Assurance

• Ensure team adherence to HIPAA, confidentiality standards, documentation requirements, and organizational policies.
• Monitor quality and accuracy of client records, admissions documentation, and system updates within Salesforce, Avatar NX, and related systems.
• Support quality assurance initiatives and continuous improvement efforts within admissions operations.

Qualifications

Education Qualifications

• Bachelor’s degree in psychology, social work, or related field preferred (or equivalent experience).

Professional Qualifications

• 3-5+ years of experience in healthcare admissions, patient access, behavioral health, intake coordination, or related healthcare operations required.
• Previous leadership, supervisory, or team lead experience required.
• Experience in behavioral health, eating disorder treatment, healthcare sales, or high-volume admissions environments strongly preferred.
• Experience managing operational metrics, workflow coordination, and performance accountability preferred.
• Experience handling escalated client situations and supporting staff development preferred.

Skills & Competencies

• Strong leadership, coaching, and team development skills.
• Excellent interpersonal, communication, and relationship-building abilities.
• Strong organizational, analytical, and problem-solving skills.
• Demonstrated emotional intelligence, professionalism, and resilience.
• Knowledge of healthcare admissions workflows, insurance processes, HIPAA, and healthcare privacy standards preferred.

What we offer

Employee Benefits

We understand the importance of a well-rounded benefits package. That's why we're dedicated to providing a range of plans to meet your needs.

For full-time employees, we offer:

• HSA and PPO insurance with HSA or FSA options (Blue Cross Blue Shield)
• Dental insurance (Delta Dental)
• Vision insurance (EyeMed)
• Short-term and long-term disability insurance
• Company-paid life insurance
• 401(k) plan available two months after start date
• Company 401(k) matching for up to 50% of your contribution, up to 6% of your compensation

Paid time off is a crucial part of maintaining work and life balance. Our generous PTO plan accrues annually and begins with your first whole pay period. Eligible employees enjoy seven paid holidays and one floating holiday in addition to their regular PTO.