Salesforce Administration & Operations Manager

Salesforce Administration & Operations Manager | Summit Healthcare Mgmt | Franklin, Tennessee

About the Job:

PURPOSE STATEMENT:

The Salesforce Administration and Operations Manager serve as the primary administrator and operational lead for Summit BHCs Salesforce platform supporting Business Development (BD), Admissions, and Patient Acquisition functions. Reporting to the SVP of Patient Acquisition & Admissions, this role oversees Salesforce administration, CRM operations, reporting, data integrity, compliance tracking, and business analytics that drive referral management, admissions growth, territory performance, and executive decision-making.

This role partners closely with Business Development leadership, Admissions, IT, Marketing, Finance, and Compliance to ensure Salesforce effectively supports field execution, operational scalability, KPI visibility, and strategic growth initiatives.

Roles and Responsibilities:

ESSENTIAL FUNCTIONS:

• Serves as the primary Salesforce administrator for BD, Admissions, and Patient Acquisition teams.
• Manages users, profiles, permissions, roles, workflows, flows, validation rules, dashboards, reports, and system enhancements.
• Supports lead routing, referral tracking, admissions workflows, territory alignment, and CRM data integrity.
• Coordinates Salesforce integration with adjacent systems including call center platforms, marketing automation tools, VOB systems, EMR/EHR platforms, and BI/reporting solutions.
• Manages platform releases, enhancements, documentation, change management, and user support.
• Provides ongoing CRM training, office hours, and adoption support for BD and Admissions teams.
• Produces recurring operational and executive reporting related to inquiries, admissions, conversion performance, source mix, territory penetration, and BD productivity.
• Owns quarterly BD scorecard production, rep tier rankings, and CRM compliance reporting tied to compensation plans.
• Develops and maintains dashboards used in executive operating reviews, leadership meetings, and board-level updates.
• Supports ad hoc analytics and operational reporting requests from executive leadership.
• Partners with Finance, Marketing, and Admissions teams to reconcile data across systems and resolve reporting discrepancies.
• Leads CRM compliance auditing and activity validation across the BD organization.
• Establishes and enforces data governance standards for referral sources, accounts, contacts, opportunities, and territory ownership.
• Monitors inquiry attribution accuracy to support incentive compensation and reporting integrity.
• Ensures CRM processes align with HIPAA, AKS/EKRA, and organizational compliance requirements.
• Supports territory planning, account assignment, onboarding/offboarding, facility launches, and organizational realignments within Salesforce.
• Coordinates referral source setup, partnership documentation, and CRM-based operational workflows.
• Identify operational inefficiencies and implement process improvements that enhance field productivity and scalability.
• Supports rollout of strategic initiatives and operational enhancements impacting BD and Patient Acquisition teams.
• Maintains KPI visibility tools and reporting tracking performance milestones, recognition criteria, and incentive metrics.
• Produces recognition reports, performance highlights, and achievement communications for BD leadership.
• Maintains documentation supporting recognition programs, awards tracking, and operational transparency.

EDUCATION/EXPERIENCE/SKILL REQUIREMENTS:

• Bachelors Degree in Business, Information Systems, Healthcare Administration, Analytics, or a related field required; equivalent professional experience considered.
• Five (5) or more years of hands-on Salesforce administration experience required, including configuration, flows, reports/dashboards, user management, and release management.
• Demonstrated experience supporting a sales, business development, or call center / contact center organization on Salesforce, including activity tracking, lead routing, territory management, and quota/scorecard reporting.
• Strong proficiency in Salesforce reporting and dashboard development; intermediate-to-advanced Excel; working familiarity with BI tools (Tableau, Power BI, or equivalent) preferred.
• Experience with Salesforce integrations and adjacent platforms commonly used in healthcare or behavioral health (e.g., contact center / call routing platforms, marketing automation, VOB / payer eligibility tools, EMR/EHR connectors) preferred.
• Strong analytical, problem-solving, and documentation skills; able to translate ambiguous business requirements into scalable system solutions.
• Excellent written and verbal communication skills; able to explain technical concepts to non-technical field stakeholders and executive leadership.
• Highly organized with exceptional attention to detail and the ability to manage multiple priorities under deadline pressure.
• Familiarity with behavioral health, substance use disorder treatment, or healthcare business development environments strongly preferred.
• Working knowledge of AKS/EKRA, HIPAA, and patient-data handling requirements as they apply to CRM data preferred.

LICENSES/DESIGNATIONS/CERTIFICATIONS:

• Salesforce Certified Administrator (ADM-201) required.
• Salesforce Advanced Administrator, Platform App Builder, Sales Cloud Consultant, or Service Cloud Consultant certifications strongly preferred.
• Additional certifications in project management (PMP, CAPM, Agile/Scrum) or BI/analytics platforms a plus.

WORK LOCATION:

• This position may be performed remotely or in a hybrid capacity as determined by organizational needs. Periodic travel to Summit BHC facilities, divisional offices, and team meetings may be required.

SUPERVISORY REQUIREMENTS:

• This position is an individual contributor
• Lead through influence and operational ownership across the BD, Admissions, and IT functions
• Drive results without direct supervisory authority over the field BD team.

Why Summit Healthcare Mgmt?Summit Healthcare Mgmt offers a comprehensive benefit plan and a competitive salary commensurate with experience and qualifications. Qualified candidates should apply by submitting a resume. Summit Healthcare Mgmt is an EOE.

Veterans and military spouses are highly encouraged to apply. Summit BHC is dedicated to serving Veterans with specialized programming at our treatment centers across the country. We recognize and value the unique strengths of the military community in supporting our mission to serve those who have served.