About Nema Health

Nema Health is a survivor and clinician led virtual center for PTSD & trauma care. Our mission is to guide trauma survivors at every step of their journey towards healing, starting first with the remote, intensive delivery of cognitive processing therapy (CPT).   We are committed to delivering care that’s accessible, trauma-specialized, and deeply patient-centered.

At Nema, we offer employees an unparalleled career opportunity: the chance to be part of a mission-driven company while shaping its future during a pivotal stage of growth. If you’re someone who thrives in fast-moving environments, values systems thinking, and cares deeply about expanding access to mental health care, you could be a great fit.

We are seeking a Director of Admissions to build, lead, and scale Nema’s admissions function. Admissions is both a clinical gateway and a growth engine: the quality, safety, and operational excellence of admissions determine whether survivors can access care, whether referrers trust us, and establishes the first impression of our care program. These touchpoints are often the first moment when survivors feel understood, safe, and hopeful again.

This role requires an uncommon combination of strong sales leadership, operational rigor,  and trauma-sensitive communication. The ideal candidate is an inspired leader who can see the possibilities of Nema’s front door but also analyze and build the systems: workflows, funnels, dashboards, coverage plans, escalation procedures, training programs, and operational consistency. They know how to support staff in emotionally demanding work while ensuring safety, and reliability. They are relentlessly results-oriented, but also know that the “how” of achieving the goal - the culture and values of doing so - matters as much as the result. If you thrive at the intersection of people, processes, and mission—with the know-how to build admissions infrastructure that scales—this role is for you.

Responsibilities

Leadership & People Management

• Own responsibility for forecasting, achieving and exceeding monthly admissions goals with survivor-centered ethics and experience-enhancing practices   
• Customize the admissions motion for Nema’s prospective population through a data-driven approach that visualizes and analyzes data from prospects, frontline staff and other sources to distill actionable insights 
• Establish and model a strong culture of safety, professionalism, growth mindset, joy, and survivor-centered decision-making
• Foster an environment in which frontline team members feel supported—especially during high-acuity or emotionally difficult calls and resource shortages
• Work closely with growth team leadership to set the strategy of the admissions function at Nema, including revisiting approach/philosophy, innovating entry points to care, and creating net new programming
• Run weekly 1:1s with direct reports, hold quality assurance reviews, performance management, and training programs

Sales Coaching & Funnel Optimization

• Coach and train admissions staff in ethical, non-pushy, trauma-informed sales techniques that increase conversion while protecting clinical integrity
• Build scripts, objection-handling guidance, and rapport-building frameworks that empower specialists to support survivors effectively
• Build dashboards and reporting that track performance, quality, safety risks, and conversion metrics
• Analyze funnel metrics and identify ways to improve lead qualification, speed to response, show rates, and conversion rates
• Coordinate state-by-state capacity planning with clinician supply and insurance coverage

Operational Infrastructure & Systems Building

• Own all admissions workflows end-to-end: approve info call scripting, screening, scheduling, safety escalation, documentation, handoff to clinical care, cancellation/no-show processes, and quality checks
• Identify workflow gaps and build standardized processes that reduce error, improve reliability, and create an exceptional patient experience
• Develop and maintain SOPs, decision trees, coverage plans, and safety protocols
• Partner with Growth Ops and Product to optimize the CRM (HubSpot) and automate repetitive tasks, and participate in vendor selection for innovative solutions that can drive efficiencies

Safety, Compliance & Risk Management

• Ensure that all admissions processes uphold regulatory requirements, safety standards, and internal policies
• Oversee safety escalation workflows and ensure they are executed reliably and promptly
• Conduct root-cause analyses when safety incidents occur and implement preventive solutions with clear communications of new processes
• Work closely with Clinical Operations leadership to ensure a seamless, safe handoff into care

Customer Service Excellence 

• Build and uphold a culture of exceptional customer service across all admissions touchpoints—from initial inquiry to scheduling to handoff into care
• Create and enforce communication standards that ensure warmth, clarity, accuracy, and responsiveness across calls, emails, and messages
• Train the admissions team in best practices for service recovery, de-escalation, tone, and expectation-setting with trauma survivors
• Develop scripts and templates for managing difficult conversations, complex insurance issues, delays, and emotionally escalated interactions
• Track themes in feedback and implement process-level improvements to address root causes.

Cross-Functional Collaboration

• Partner with the CEO and other senior leadership to set admissions targets, staffing needs, and operational priorities
• Proactively communicate and collaborate with other functions such as Clinical Operations, Growth Ops, and Marketing to ensure company goals are achieved
• Represent the admissions function in leadership meetings and strategic planning

Qualifications

Required

• 5+ years experience in admissions, patient intake, sales leadership, or call center leadership in health care or behavioral health
• 2+ years in a management role with responsibility for growth goals, coaching, performance management, and operational oversight
• Values-alignment: mission-driven, collaborative, and committed to survivor-centered care
• Strong track record building and improving workflows, systems, and operational consistency
• Experience training teams in ethical sales, patient communication, patient relations or service delivery
• Deep comfort with CRM platforms and funnel metrics (HubSpot and Sigma)
• Exceptional communication skills with an ability to support teams serving vulnerable populations
• Strong judgment and reliability in safety and escalation scenarios
• Ability to work in a fast-paced, high-growth environment
• Strong organizational skills and meticulous attention to detail

Preferred

• Experience in behavioral health, social services, or trauma-facing populations
• Prior work in a tech-enabled care delivery environment or healthtech startup
• Experience designing training programs, QA structures, and performance dashboards
• Familiarity with insurance benefits, prior authorization workflows, or telehealth compliance
• Experience leading teams through rapid growth or workflow redesign
• Clinical or survivor-facing background (RN, LCSW, LMFT, MSW, crisis hotline, etc.)
• Experience with safety protocols, suicide risk assessment, or crisis workflows 

Compensation & Role Structure

This is a fully remote, full-time, exempt, salaried position reporting directly to the CEO with direct reports, including admissions specialists and admissions manager. Compensation will be determined by the candidate's experience and fit for the role. The full-time compensation package will include on target earnings (OTE) of $150,000-$175,000+ when including bonus. Compensation also includes competitive equity, generous PTO, a healthcare stipend, an education stipend, 401K with match and paid parental leave. The candidate may be located anywhere in the United States.