Remote Records Manager Jobs in Indiana (NOW HIRING)

Remote | Full-Time | Management | Substance Use / Behavioral Health

Strive Recovery is a results-driven residential substance use treatment facility providing 3.5 (Clinically Managed High-Intensity Residential) and 3.1 (Clinically Managed Low-Intensity Residential) levels of care. We are on a mission to build elite, compassionate teams that transform lives — and we need an all-star Call Center Manager to lead that charge.

We are seeking a high-performance, hands-on Call Center Manager to remotely lead our admissions and outreach call center team. This is a working management role — you will not only direct and develop your team of 5+ direct reports, but actively participate in call operations while driving accountability, quality, and results across all inbound and outbound call efforts.

The ideal candidate is an energetic, organized leader with a proven record in behavioral health or substance use treatment call environments — someone who builds championship-caliber teams, owns the numbers, and thrives in a fast-paced remote setting.

Team Leadership & Development

• Directly manage, coach, and develop a remote team of 5+ call center staff

• Set a high-performance culture rooted in accountability, urgency, and compassion

• Conduct regular 1:1s, team huddles, call reviews, and performance evaluations

• Design and implement onboarding, ongoing training, and skills development programs

• Identify and cultivate top talent; build bench strength for an all-star team

Operations & Process Management

• Establish and enforce call center SOPs, policies, and coverage schedules

• Oversee and optimize systems, technology, and workflows to maximize efficiency

• Ensure adequate staffing and coverage across all shifts and call queues

• Manage call routing, queue management, and escalation protocols

• Monitor real-time and historical performance data; generate reports for leadership

Quality Assurance & Accountability

• Maintain rigorous QA standards for all inbound and outbound call activity

• Listen to recorded calls, provide timely feedback, and enforce service quality benchmarks

• Hold team members accountable to KPIs including conversion rates, response times, and follow-up completion

• Address performance issues swiftly and constructively to protect team output

Verification of Benefits (VOB) Oversight

• Oversee and ensure accurate, timely completion of insurance verification of benefits for all prospective patients

• Train staff on VOB processes and ensure compliance with payer requirements

• Resolve complex VOB issues and serve as an escalation point for insurance-related questions

Admissions & Outreach

• Drive inbound admissions inquiries through responsive, empathetic, and effective call handling

• Lead and monitor outbound call campaigns to referral sources and prospective patients

• Collaborate cross-functionally with clinical, admissions, and business development teams

• Address urgent issues — including after-hours situations — with appropriate speed and judgment

Experience

• 2+ years of Admissions Intake Management experience specifically within a residential substance use treatment facility

• Demonstrated experience at 3.5 (Clinically Managed High-Intensity Residential) level of care; familiarity with 3.1 level of care preferred

• Minimum 5 direct reports managed in a call center environment

• Proven experience running Verification of Benefits (VOB) processes

• Track record of managing and leading remote teams effectively

Skills & Competencies

• Strong command of call center systems, CRMs, and remote communication tools

• Ability to design and implement processes, policies, and training programs from the ground up

• Exceptional organizational and time management skills with ability to prioritize competing demands

• High sense of urgency — comfortable making quick decisions and resolving issues in real time

• Excellent written and verbal communication skills

• Data-driven mindset with the ability to interpret metrics and translate them into action

• Deep understanding of behavioral health admissions, insurance landscape, and patient intake

• Fully remote position with a mission-driven, passionate team

• Competitive compensation commensurate with experience

• Opportunity to build and shape a best-in-class call center from a leadership position

• Collaborative, high-growth environment where your impact is visible and valued

• The chance to contribute meaningfully to patient access to life-saving addiction treatment

If you are a driven call center leader with substance use treatment experience and the passion to build an elite team, we want to hear from you. Please submit your resume and a brief cover letter outlining your relevant experience — including your VOB background and the levels of care you have worked with.

Apply directly through Indeed or Strive Recovery website. We look forward to connecting with you.

Strive is an equal opportunity employer

#IND