Director, Admissions & Referent Relations

Reference ID: 001-CATC-79

Line of Business: Shared Services, Canadian Addiction Treatment Centres

Location: Markham, ON (175 Commerce Valley Dr W Markham, ON L3T 7P6)

Position Type: Permanent, Full-Time

Vacancy Status: This Posting is for a New Role

Hours: 40 Hours Per Week

Compensation: $120,000 - $150,000 Annually

WHAT YOU’LL LOVE ABOUT CATC:

AS A MULTIDISCIPLINARY HEALTHCARE TEAM - TOGETHER, WE:

Compassion – we meet people where they are, ready to help

Accountability – we take responsibility for outcomes

Respect – we work well with others

Excellence – we deliver exceptional experiences to everyone we encounter

• Wellness: Group Benefits Plan for you and your family along with Employee Assistant Programs through TELUS Health, discounted GoodLife fitness memberships, paid time off for vacation, wellness days for illness, and mental health, and bereavement.
• Career Development: Professional Development, Lunch & Learn Sessions and access to 100+ courses within the Company’s Learning Management System.
• Preparation for the Future: Retirement Savings Plan (RRSP/DPSP).
• Employee Recognition: Service Recognition Program.

ABOUT THE POSITION:

Reporting to the Vice President, Strategic Partnerships, the Director, Admissions & Referent Relations provides strategic and operational leadership for CATC’s inbound call centre and referral management functions. This role oversees the Admissions team as well as the Referent Relations Managers responsible for cultivating and maintaining key referral source relationships.

This role is critical to the success of Operations, as it drives the patient pipeline across the organization, connecting individuals to the right care and services.The Director is accountable for the day-to-day operations that support CATC’s program admissions, ensuring alignment with organizational growth and revenue objectives. A key focus of the role is optimizing the admissions pipeline through effective Salesforce utilization, including training, system administration, and data integrity oversight.

The Director provides leadership and direction to build a high-performing, engaged, and accountable team. Through ongoing coaching, training and development, effective performance management, and operational discipline, the Director drives strong business results and the consistent achievement of organizational goals.

YOUR DUTIES AND RESPONSIBILITIES:

Strategy

• Develop and execute a comprehensive strategy for admissions and referent relations aligned with organizational growth and patient access goals.
• Lead initiatives to optimize patient intake processes, reduce barriers to care, and improve conversion rates.
• Partner with executive leadership to identify market opportunities and enhance service line growth through referral channels.

Admissions Operations

• Oversee all admissions functions, including intake, eligibility verification, scheduling, and coordination of patient onboarding.
• Manage the funnel from lead to opportunity, working with Marketing to ensure adequate lead generation.
• Establish and monitor key performance indicators (KPIs) such as response times, conversion rates, occupancy/utilization, etc.
• Ensure all inbound leads are assigned and addressed promptly and dispositioned with detail in Salesforce.
• Ensure admissions processes are efficient, consistent, and compliant with regulatory and privacy requirements (e.g., PHIPA, accreditation standards).
• Implement and continuously improve systems, workflows, and tools to enhance operational effectiveness (SalesForce).

Referral Relations & Business Development

• Maintain strategic relationships with key referral sources and ensure a high-quality referral experience and account growth.

• Ensure the team provides comprehensive support to all referents by consistently communicating with the referents and our internal teams (intake/clinical/medical teams) on intake processes, programs, return to work expectations and discharge planning processes).

Team Leadership & Development

• Provide leadership, coaching, and direction to admissions and referent relations teams.
• Build a high-performing, service-oriented culture focused on responsiveness, professionalism, and patient-centered care.
• Establish clear performance expectations and accountability measures for team members.
• Identify training needs and support ongoing professional development.

Data & Performance Management

• Analyze admissions and referral data to inform decision-making and drive continuous improvement.
• Prepare regular reports and dashboards for senior leadership on key metrics, trends, and outcomes.
• Leverage data insights to refine strategies, improve processes, and enhance overall performance.

Quality, Compliance & Risk Management

• Ensure all admissions and referral processes comply with applicable legislation, organizational policies, and accreditation requirements.
• Collaborate with clinical and quality teams to ensure appropriate patient placement and continuity of care.
• Address and resolve complex or escalated patient or partner concerns in a timely and professional manner.

WHAT YOU’LL NEED TO HAVE:

• Bachelor’s degree in Healthcare Administration, Business Administration, or a related field.
• 8–10+ years of progressive leadership experience in healthcare operations, admissions, intake, or business development.
• Demonstrated success in managing referral relationships and driving patient volume growth.
• Process improvement experience with an ability to analyze, measure, improve and control process performance. Lean Six Sigma training is an asset.
• Strong understanding of healthcare systems, patient flow, and regulatory requirements in Ontario (or relevant jurisdiction).
• Experience in addiction treatment preferred.
• Proven ability to lead and develop high-performing teams in a fast-paced environment.
• Strategic thinking and execution with a track record of excellence.
• Proven people leader with demonstrated ability to inspire and build confidence in others through coaching and teaching.
• Strong understanding of the customer experience and customer service standards.
• Experience leading and comfortably navigating change management initiatives.
• Proven ability to foster positive and productive working relationships with peers and organizational leadership.
• Demonstrated experience with data-driven decision making, business casing and value creation.
• Active affiliation with appropriate networks and organizations within the healthcare community preferred.
• Ability to build relationships with public agencies, government, communities and other partners.
• Expert user of MS Office (Word, Power Point, Excel, Outlook).

Work Environment & Travel:

• Hybrid work environment (3 days in Markham office and 2 days working from home).
• Regular travel required (approximately 20–40%) for client meetings, internal meetings, conferences, and business development opportunities.

ABOUT THE COMPANY

Founded in 1995, Canadian Addiction Treatment Centres (CATC) operates three inpatient addiction treatment centres, a national network of more than 70 outpatient substance use disorder treatment clinics and specialty pharmacies in Canada.

CATC delivers services in a supportive, compassionate, and judgment-free environment. We are committed to improving the lives of individuals affected by addiction through a multidisciplinary, evidence-based approach that prioritizes quality care and an exceptional patient experience.

Our outpatient clinics provide walk-in support in person or virtually to enable community-based access to accredited treatment programs. Our CARE teams provide rapid access to a team of medical professionals, pharmacy services and wrap-around supports to engage patients through stabilization and treatment plans that enable patient success in achieving care goals.

Our inpatient treatment centres provide structured, 24/7 medically supported care in a safe and therapeutic environment for individuals who require intensive stabilization and recovery support. Care is focused on building a strong foundation for long-term recovery through accredited, evidence-based programming. Our secure virtual counselling services make care more accessible through flexible, remote connections with qualified professionals.

Please visit www.canatc.ca for more information!

Canadian Addiction Treatment Centres remains an inclusive and equal opportunity employer committed to providing accommodations for all applicants upon request at any stage of the selection process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code.

As part of our commitment to transparency and efficiency, we would like to inform you that we utilize Artificial Intelligence (AI) technologies in our recruitment process to assist in the initial screening and evaluation of applications.