Manager of Admissions

Ria Health, recognized as the leading national telehealth provider specializing in alcohol use disorder (AUD) treatment, recently raised $12.5 million through a Series B financing led by Peloton Equity.  Our existing investors SV Health, BPEA and SOSV also participated in the Series B.  Ria Health will enable patients to achieve long term success in reducing or eliminating  their alcohol consumption, and live healthier and happier lives. We are seeking an Admissions Supervisor: Payer & Quality to join our rapidly growing team. Ria Health, recognized as the leading national telehealth provider specializing in alcohol use disorder (AUD) treatment, recently raised $18 million in Series A led by SV Health Investors, LLC.  The investment will further the momentum of commercial partnerships that include regional and national health plans, including Anthem Blue Cross Blue Shield, UnitedHealth Group Optum,  Beacon Health Options, Highmark Health, and Magellan Health.

WORK AT RIA HEALTH

Ria Health is seeking a dedicated Supervisor of Admissions to support the day-to-day operations of our Admissions team. This role will focus on real-time oversight of Admissions Specialists, ensuring efficient scheduling, strong performance, and a high-quality patient experience throughout the admissions process.

The Supervisor of Admissions will be responsible for monitoring daily call center activity, managing team schedules and calendars, and ensuring appropriate coverage at all times. This includes tracking PTO, identifying gaps in coverage, and making real-time adjustments to support business needs.

This role will also focus on coaching and development by identifying specialists who would benefit from additional training, providing ongoing feedback, and reinforcing best practices in patient interactions. The Supervisor will work closely with team members to improve performance, maintain accountability to KPIs, and ensure consistency in the admissions process.

Additionally, this role will support quality and operational workflows by reviewing calls, addressing process gaps, and helping ensure accuracy across enrollment activities, including insurance verification, change of contract (COF agreements), and system workflows.

The ideal candidate is highly organized, proactive, and comfortable operating in a fast-paced call center environment, with a strong focus on team performance, accountability, and continuous improvement.

PRINCIPAL DUTIES and ESSENTIAL RESPONSIBILITIES 

• Specialist in Workforce Management: Ensure adequate staffing adherence to schedules of Admissions Specialists. Responsible for full oversight of staffing

• Continuous Coaching: Provide ongoing coaching to Admissions Specialists, conduct monthly 1:1 sessions, and develop effective talk tracks for high quality calls and outcomes 

• Daily Supervision: Conduct daily call reviews and provide real-time supervision, feedback, and guidance to Admissions Specialists to improve performance and ensure quality interactions

• Performance reviews: Conduct onboarding, 30-60-90 day reviews, and monthly performance reviews with each team member

• Weekend Availability: Provide support on an as-needed basis for occasional weekend coverage to address urgent issues and support team members. This may evolve into a rotating on-call schedule among supervisors as business needs grow

• Preventing Quality Failures: Ensure accuracy and quality across admissions, insurance processes, change of contracts, and EMR operations

• Operational Support: Step in to handle inbound calls on an as-needed basis during periods of high volume or limited agent availability.

• Detecting Mistakes: Implement measures to identify and rectify errors promptly

• Other duties as assigned

GOALS: 

• Productivity Management: Increase Admissions Specialist productivity by monitoring CRM and phone systems, identifying performance trends, and addressing gaps through targeted coaching and support.

• Error Reduction: Reduce errors in enrollment workflows 

• Employee Development: Achieve a 90% satisfaction rate among enrollment specialists through continuous coaching and training sessions, as measured by quarterly  surveys 

• Performance Reviews Compliance: Conduct onboarding, 30-60-90 day reviews, and monthly performance reviews with each team member according to the established schedule 

• Continuous Improvement: Proactively identify opportunities for process improvement and implement solutions to enhance overall quality and efficiency in call center operations.

Required skills and experience:

• 5 years of experience in a call center management environment

• Workforce management and schedule development experience strongly preferred

• Strong analytical skills and attention to detail 

• Ability to work independently and collaboratively in a fast-paced environment

• Behavioral Health experience preferred

• Polished and professional in delivery/communicator: Active listener, excellent verbal and written communication skills 

• Experience working with CRM systems, call management software, and proficiency in Google Workspace (Docs, Sheets, Gmail, etc.).

• Flexible and naturally curious with an interest in discovering solutions to current company challenges 

• Has never been placed on a Performance Improvement Plan with Ria Health 

EQUAL EMPLOYMENT OPPORTUNITY

Ria Health provides equal employment opportunities to all employees and applicants for employment. It prohibits discrimination and harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Ria Health Vision:

A world with accessible, compassionate, and effective treatments to reduce the burden of all those who suffer from Alcohol Use Disorder.

Ria Health Mission:

We combine medical science, technology, and human compassion to deliver private, evidence-based, telehealth alcohol treatment programs for anyone who wants to drink less and live better.

Ria Health Values:

Compassion – we promote a culture of empathetic care and communication. We actively listen, we always encourage, and we provide support.

Integrity – We are honest, open, ethical, and fair. We hold ourselves accountable when we make mistakes.

Teamwork – working together, we will achieve great things.

Embrace Change – we work to drive improvement over perfection, measuring and questioning the status quo to make progress and enhancement.

Always Learning – We celebrate curiosity and discovery through development and research.