Case Study: Centralizing Admissions Across a Multi-Facility Behavioral Health Network
Multi-facility behavioral health network. Client anonymized.
Summary
Each facility ran its own intake with its own phone numbers, tools, and standards. Leadership reviews one pipeline instead of reconciling facility reports. Callers can be placed across the network by level of care and availability, and every facility is measured against the same standard.
The problem
Each facility ran its own intake with its own phone numbers, tools, and standards. Callers who didn't fit one facility were often lost instead of placed at a sister facility. Leadership had no single view of the pipeline, and every weekly meeting started with reconciling conflicting reports.
What I built
- Mapped every facility's intake path using real call recordings and CRM data.
- Designed one centralized admissions department with defined roles for answering, VOB, and placement.
- Consolidated tracking numbers and routing into one call platform with source separation by facility and channel.
- Standardized pipeline stages and dispositions in one CRM so every facility's leads followed the same path.
- Built a single weekly report covering volume, answer rate, VOBs, and admissions by facility and source.
- Trained the team and ran the weekly numbers meeting through adoption.
What changed
Leadership reviews one pipeline instead of reconciling facility reports. Callers can be placed across the network by level of care and availability, and every facility is measured against the same standard.
Details are anonymized to protect client confidentiality. Named case studies with metrics are published with client approval.