Overnight Admissions Calls: A CEO’s Wild Ride
As we talked, I realized that she was seeking more than help for her brother—she was seeking hope.
As the CEO of a behavioral health company, I never thought I’d be taking overnight admissions calls again, but it has been awesome! We created 24/7 EZ Admissions because nighttime or weekends can present an opportunity for an individual to seek help that they may talk themselves out of during the daytime or workweek. When I forwarded the concept of 24/7 EZ Admissions at Sanford Behavioral Health, I understood it would be a challenge. However, in the mental health world, crises often happen at night. I intuitively knew that a human answering phones 24/7 was an empathetic and efficient way to address these crises. Interestingly, working the night shift has been a transformative experience that changed the way our organization operates and the way I lead. So, I’d like to share with you a night in the life of my experience.
Overnight Admissions Calls: A CEO’s Wild Ride
Sanford CEO Tracy Rogers, LPC, is taking calls at night.
The first call came in around 11 PM. A distraught mother was seeking help for her teenage child, who was struggling with heroin addiction. I listened attentively, trying to offer words of comfort and guidance while assessing the situation. After determining the best course of action, I walked her through the admissions process, explaining our program’s benefits and what to expect.
As the night wore on, the calls kept coming. Each one presented a new challenge, whether it was a family member seeking support for a loved one or an individual in crisis. I fielded questions about insurance coverage, bed availability, and our treatment approaches. The most memorable call came in around 3 AM. A young woman was calling about her brother, who was struggling with addiction. She was frustrated, worried, and feeling helpless. I listened empathetically, acknowledging her emotions and offering support. As we talked, I realized that she wasn’t just seeking help for her brother – she was seeking hope.
In that moment, I drew upon my own experiences as a leader in the behavioral health field. I shared stories of patients who had overcome similar struggles, highlighting the successes we’d seen with our evidence-based treatments and holistic approaches. The woman’s tone shifted from desperation to determination, and I knew we’d helped her find a glimmer of hope.
As my on-call shift drew to a close, I reflected on the calls I’d taken. Each one had been unique, with its own set of challenges and opportunities. Despite the exhaustion, I felt a sense of pride and purpose. As a CEO, I’d made a difference in the lives of others, even if it was just in a small way. The next morning, our team gathered to discuss the night’s events. I shared my experiences, and we debriefed on the calls I’d taken. We discussed ways to improve our admissions process, identify areas for additional support, and recognize the team’s efforts. It is a wild ride, but I continue to be on call in overnight admissions again and again when needed. As a CEO, I have learned that sometimes, leadership means being present in the moment, listening with empathy, and offering hope when it’s needed most.
If you or a loved one is struggling with addiction, eating disorders, co-occurring mental health conditions, or daily functioning, please don’t wait to change your life for the better– click the link below to speak with an admissions specialist today. Sanford Behavioral Health 24/7 EZ Admissions – talk to a real person and start treatment now.
