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EHN Canada

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Call Centre Operations Manager, Admissions

Title: Call Centre Operations Manager, Admissions
Department: Admissions
Reports to:  VP Operations and Marketing

Company Summary 

EHN Canada is the country’s largest provider of mental health and addiction services, with inpatient operations in most provinces and an in-person and virtual outpatient program. It has tripled in size over the past four years as it adds new locations and programs. It now helps over 2000 patients and their families each year and work with governments and employers across Canada. 

EHN Canada is a company with a purpose. It believes that every Canadian has the right to mental health and addiction services that are accessible (i.e. little/no wait times); affordable (i.e. paid for by your government or employer) and excellent (i.e. using outcomes measurement and evidenced based practices).  If it doesn’t do this, nobody else will. 

EHN Canada is constantly innovating, with new programs such as parents with kids, eating disorders, mood and anxiety programming, and a youth intensive outpatient program. 

Job Summary 

EHN Canada has a wide market presence which includes referrals and advertising. This generates a large amount of inbound phone calls and online inquiries from potential patients with mental health conditions, their families, or referring professionals. They seek to learn more about EHN’s programs before scheduling an admission.  

All inquiries for programs in Eastern Canada (four locations) are serviced by the call centre at EHN Canada’s corporate headquarters in Toronto. This is typically the first point of live contact with patients. Since they often call in during a state of crises, this requires staff to be knowledgeable and compassionate.  

The Call Centre Operations Manager is responsible for overseeing and developing internal operations for this department. They play a key role in managing external communication processes to ensure excellent customer service levels to potential clients, family members, and professional referral contacts. 

This position will be tasked with upgrading the department by incorporating new technology, eliminating redundancy, creating regular data and metrics tracking reports, team design, lead flow design, sales process design, moving antiquated processes to electronic, creating a systematic flow of information to other departments, implementing quality assurance practices, training staff in consultative sales techniques, and then documenting standard operating procedures into a playbook used for scaling growth.  

This upgrade will require consent and support from multiple stakeholders across the organization. The Call Centre Operations Manager will be the catalyst for this change, requiring them to possess long-term relationship building, collaboration, negotiation, and project management skills.  

Since EHN Canada is growing rapidly, this position will be required to grow the department in a fast-paced startup environment. 

Job Function & Duties 


Qualifications:


Professional Attributes:

Qualified candidates should submit resumes to Human Resources Department, at [email protected]. For further information, please visit our website at www.bellwood.ca.

Bellwood is an employment equity employer.
If you should require accommodation during the interview process please contact human resources.