Call Center Director - Substance Use Disorder (SUD)
External
Communicarehealth · Behavioral Health Management, LlcPrepare for this interview
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About the role
We work with individuals and their support systems to identify factors leading to addiction, equip individuals with the resources needed to address addictive triggers, and reconnect individuals with their support system and community. From scheduling an admission date to acquainting individuals with the campus and everything in between, patients are supported by our team of compassionate employees. Our compassionate team members work in a challenging yet rewarding environment where each person is a part of making direct impact to our patient's lives. Our team members work with our patients to help in the recovery and treatment process to restore to a better quality life through their individual plans, group therapy and overall stay at our facility. Perks with us! Medical Packages with Rx Flexible Spending Accounts (FSA) Dependent Care Spending Accounts Dental Care Program Vision Plan Life Insurance Options Accidental Insurances Paid Time Off + Paid Holidays Employee Assistance Programs 401k with a Company Match Education + Leadership Development Up to $15,000 in Tuition Reimbursements Student Loan Forgiveness Programs Our overall mission is to Inspire Hope, Restore Peace of Mind and Heal Lives.
Responsibilities
- Lead daily call center operations including intake, scheduling, and patient inquiries
- Develop strategies to improve access to SUD treatment, call responsiveness, and conversion to admissions
- Monitor KPIs such as call volume, wait times, abandonment rates, and admissions conversion
- Oversee staff hiring, training, coaching, and performance management
- Ensure staff are trained in addiction treatment services, intake protocols, and customer service best practices
- Collaborate with clinical and admissions teams to align intake with program capacity
- Ensure compliance with HIPAA and regulatory requirements
- Implement and optimize call center systems (phone, CRM, scheduling tools)
- Develop scripts and workflows specific to SUD admissions and patient engagement
- Analyze data trends to improve performance and patient access
- Support crisis call handling and appropriate triage for individuals seeking treatment
Requirements
- Bachelor's degree in Healthcare, Business, or related field preferred
- 3+ years of call center leadership experience preferred
- Experience in substance use disorder treatment, admissions, or healthcare access strongly preferred
- Strong understanding of call center metrics and performance management
- Proven leadership and team development skills
- Experience working in a high-volume, fast-paced environment
Benefits
Additional Information
Job Address: 10123 Alliance Road, Suite 320 Blue Ash, OH 45242 Call Center Director - Substance Use Disorder (SUD) Position Summary The Call Center Director - SUD is responsible for leading all call center operations supporting substance use disorder treatment services. This role ensures timely patient access to care, oversees intake and scheduling, and drives a high-quality patient experience across a multi-site organization. Pay Range: 70-100K
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