Call Center Director - Substance Use Disorder (SUD), Cincinnati

Call Center Director– Substance Use Disorder (SUD)

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 Key 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 managementEnsure 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 Qualifications

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 managementProven leadership and team development skills Experience working in a high-volume, fast-paced environment Our overall mission is to Inspire Hope, Restore Peace of Mind and Heal Lives.