• You'll be part of a growing global team, serving as a key point of contact for a wide range of clients and colleagues. • This is a great opportunity to build multidisciplinary change teams; you will receive substantial support tailored to your experience and individual skills. • EY is a dynamic place to develop not only your technical knowledge of taxes, but also your professional leadership and business insight.

Overview We are looking for a REMOTE Intake Advisor 1 to work 2:00pm-10:30pm with Sundays and Thursdays CST. Acadia Healthcare is a leading provider of behavioral healthcare services across the United States. Acadia operates a growing network of 250 plus behavioral healthcare facilities with approximately 11,100 beds in 39 states and Puerto Rico. With more than 23,000 employees serving approximately 75,000 patients daily, Acadia is the largest stand-alone behavioral health company in the U.S. Acadia Healthcare’s purpose is to Lead Care with Light and our mission is to be a world-class organization that sets the standard for excellence in the treatment of mental health and addiction concerns. We strive to maintain our standing as a thought leader in the behavioral healthcare industry, providing treatment that is synonymous with compassion and innovation. The Intake Advisor will be responsible to ensure a service-oriented and professional working environment in the Admissions Support Center (ASC) call center. Responds to clinical professionals, prospective clients, and their family members seeking treatment for addiction issues and psychological illness. Responsible for gathering and analyzing client information to make appropriate referrals to Acadia facilities. Works as part of the call center team to meet call center metrics and service targets. ESSENTIAL FUNCTIONS: - Triage calls by understanding callers’ purpose, needs and urgency. - Clearly explain the call process and ensure that caller gets to the right place ASAP. - Monitor call queues to understand ASC activity and how to provide support. - Collects and records client information in the customer relationship management system, Salesforce. - Provide exceptional customer service by listening and responding to client requests and building rapport with clients, their family members, and clinical professionals. - Make reliable warm transfers ensuring that the caller gets connected with the right person. - Personalizes response emails for all internal and external communication. - Perform other duties as assigned. STANDARD EXPECTATIONS: - Complies with organizational policies, procedures, performance improvement initiatives and maintains organizational and industry policies regarding confidentiality. - Communicate clearly and effectively to person(s) receiving services and their family members, guests and other members of the health care team. - Develops constructive and cooperative working relationships with others and maintains them over time. - Encourages and builds mutual trust, respect and cooperation among team members. - Maintains regular and predictable attendance. EDUCATION/EXPERIENCE/SKILL REQUIREMENTS: - Associate degree or equivalent customer service or sales experience. - Demonstrates the ability to function independently and possess strong decision-making skills. - Strong knowledge of customer care, sales techniques, and processes. - Must be able to manage multiple tasks simultaneously with the ability to adapt to frequent priority changes - Exceptional analytical and listening skills. - Ability to operate well in a call center team environment. - Proficient typing, data entry, and attention to detail skills. - Excellent communication skills, able to be empathetic with clients. - Capable of working within established policies, procedures and practices prescribed by the organization. - English sufficient to communicate clearly and accurately with clients. AHCORP #LI-TB1

• Makes travel arrangements with company-authorized air, hotel, car, and ground transportation vendors at the best possible fares for client’s needs and requests in a virtual environment • Follows company procedures, guidelines, and standards in the areas of customer service, building PNRs and utilization of front room CRS productivity via calls and emails, attendance, accuracy of work, invoicing, etc. • May make domestic and international business travel arrangements specializing in one area or any combination thereof • Is fully informed and stays abreast of all airline rules and regulations, tariffs (domestic/International), and other industry requirements and accurately applies this information when making travel arrangements • Keeps immediate supervisor informed of all matters of significance • Projects a favorable image of Altour • Consistently promotes a productive and harmonious working relationship with and between other company employees to foster and enhance a cooperative and harmonious working climate effectively • Performs duties as required or requested • Deliver extraordinary customer service to onsite passengers and their administrative staff • Greet all clients warmly and with enthusiasm • Must exude an impeccable professional demeanor at all times • Provide consultative service to travelers and travel arrangers throughout the booking process • Complete all reservations in an accurate and timely manner

Note: Work location is remote (e.g. home address), per Kaiser Permanente’s Authorized States Policy ▪ Employees may be required to travel to a Kaiser Permanente or customer site. Residency required in the primary location: 199 S. Los Robles Ave., Pasadena, California 91101 This position may have visibility in all Kaiser Permanente Authorized locations. *Compensation may differ based on the market. Job Summary: Serves as lead consultant to ensure the alignment, buy-in, and coordination of diverse stakeholders to drive the implementation of successful business initiatives and projects. Provides expertise and drives the development and implementation of business initiatives, systems, and/or processes to a desired future state. Develops business strategy and ensures alignment and prioritization of organizational objectives and business initiatives. Manages complex projects or project components, leads change management activities, and performs complex data analyses to drive business initiatives. Participates in vendor management as required. Monitors compliance of work activities by ensuring business plans and team members adhere to relevant policies and procedures. Essential Responsibilities: - Promotes learning in others by communicating information and providing advice to drive projects forward; builds relationships with cross-functional stakeholders. Listens, responds to, seeks, and addresses performance feedback; provides actionable feedback to others, including upward feedback to leadership and mentors junior team members. Practices self-leadership; creates and executes plans to capitalize on strengths and improve opportunity areas; influences team members within assigned team or unit. Adapts to competing demands and new responsibilities; adapts to and learns from change, challenges, and feedback. Models team collaboration within and across teams. - Conducts or oversees business-specific projects by applying deep expertise in subject area; promotes adherence to all procedures and policies. Partners internally and externally to make effective business decisions; determines and carries out processes and methodologies; solves complex problems; escalates high-priority issues or risks, as appropriate; monitors progress and results. Develops work plans to meet business priorities and deadlines; coordinates and delegates resources to accomplish organizational goals. Recognizes and capitalizes on improvement opportunities; evaluates recommendations made; influences the completion of project tasks by others. - Serves as a lead consultant to ensure the alignment, buy-in, and coordination of diverse stakeholders to drive the implementation of successful business initiatives and projects across multiple functional tracks or complex workstreams by identifying and ensuring representation and inclusion of appropriate stakeholders; building rapport and partnerships with key stakeholder teams, third party vendors, and senior management; working with stakeholders to develop goals and set the prioritization of deliverables; discussing involvement of business processes (e.g. project change management, communication) and facilitating decisions necessary for the delivery of business initiatives; communicating and resolving tough issues with stakeholders while maintaining an independent perspective; and making formal presentations and providing reports to executive level audiences. - Develops requirements, or leads a team of consultants in the development of requirements, for complex or specialized business, process, or system solutions which may span multiple business domain(s) by partnering with stakeholders and cross-functional teams as appropriate; leveraging multiple business requirements gathering methodologies to identify business, functional, and non-functional requirements; and leading and overseeing the development and documentation of comprehensive business cases to assess the costs, benefits, and ROI of proposed solutions. - Provides expertise and drives the development and implementation of business initiatives, systems, and/or processes to a desired future state by maintaining a comprehensive understanding of how current processes impact business operations across multiple domains; mapping current state against future state processes; identifying the operational impact of requirements on upstream and downstream solution components; providing options and recommendations to senior management and business stakeholders on how to integrate solutions and deliverables with current systems and business processes across regions or domains; and identifying and validating value gaps and opportunities for process enhancements or efficiencies. - Develops business strategy and ensures alignment and prioritization of organizational objectives and business initiatives by defining, developing, and evaluating performance metrics, standards, and methods to establish business success; partnering with senior stakeholders, often with competing/conflicting objectives, to ensure cohesive and reachable metrics; refining strategic plans and performance metrics as appropriate; and managing complex initiatives or portfolio to ensure delivery of measurable results and alignment with strategic objectives. - Serves as a lead advocate for continuous learning and professional development by keeping abreast of cutting edge industry practices, standards, and benchmarks; attending and presenting at roadshows, conferences, and speaking events; leading the ongoing enhancement and innovation of consulting practices, standards, and methods across KP; serving as an advocate to ensure continuous learning and improvement is championed as a people strategy; providing training and guidance to stakeholders as appropriate; and providing ongoing coaching to build a continuous improvement mindset and build capabilities that drive results. - Manages complex projects or project components by coordinating stakeholder contacts; assembling team based on project needs and team member strengths; consulting in the development, analysis, and management of project plans; coordinating project schedules and resource forecasts; proactively monitoring and identifying project or business initiative risks, issues, and trigger events; developing mitigation plans and strategies; and resolving or escalating risks or issues as appropriate. - Leads change management activities associated with business initiatives by engaging stakeholders to obtain support and buy in for changes; partnering with senior management, project champions, and process owners to communicate align improvement initiatives with business objectives; determining appropriate change management method and approach; and ensuring stakeholders embrace a change management mindset, understand intent and purpose, and foster a culture of change. - Performs complex data analyses to drive business initiatives by identifying appropriate data analysis tools and approach to assess business performance; determining suitable data gathering and analysis methods (e.g., process observation, hard data, etc.); defining data requirements and obtaining customer agreements, including customer requirements as appropriate; conducting advanced analyses and performing experimental tests to evaluate the effectiveness of business solutions; and identifying and alleviating risks through data-driven analysis. - Participates in vendor management as required by reviewing vendor performance levels; ensuring service level agreements are met; managing vendor invoices; and partnering with Procurement and/or Legal to develop service level and/or scope of work agreements as appropriate. - Monitors compliance of work activities by ensuring business plans and team members adhere to KP, departmental, and/or business line policies and procedures. Minimum Qualifications: - Minimum two (2) years experience in a leadership role with or without direct reports. - Bachelors degree from an accredited college or university and Minimum eight (8) years experience in consulting, project management, data analytics, operations or a directly related field OR Masters degree in Business, Public Health, or a directly related field and Minimum six (6) years experience in consulting, project management, data analytics, operations or a directly related field OR Minimum ten (10) years experience in consulting, project management, data analytics, operations or a directly related field. Additional Requirements: - Knowledge, Skills, and Abilities (KSAs): Business Acumen; Change Management; Negotiation; Creativity; Applied Data Analysis; Financial Acumen; Conflict Resolution; Managing Diverse Relationships; Process Validation; Project Management; Risk Assessment; Service Focus; Requirements Elicitation & Analysis