Behavioral Health Call Center Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the daily functions of the Behavioral Health and EAP Call Center.

• Recruit, onboard, train, mentor, and develop customer service caregivers.

• Manage the scheduling of caregivers, staffing coverage, and timekeeping procedures.

• Evaluate call center performance through quality audits, performance assessments, and operational reports.

• Examine key metrics and trends to promote ongoing improvement, efficiency, and service excellence.

• Collaborate with Behavioral Health, EAP, and organizational leadership to achieve departmental objectives.

• Work with after-hours service vendors to guarantee uninterrupted patient access and support.

• Review, create, and revise call center policies and procedures.

• Address customer complaints, concerns, and grievances in coordination with leadership and stakeholders.

• Assist with departmental reporting, accounts receivable tasks, and administrative operations.

• Engage in quality improvement initiatives, accreditation readiness activities, and process enhancement efforts.

• Promote teamwork, accountability, compassion, and service excellence in line with Mercy's values.

• Carry out additional non-clinical responsibilities as assigned.

⛳️ Requirements

• High school diploma or its equivalent is mandatory.

• A minimum of three to five years of experience in a behavioral healthcare setting is required.

• Prior leadership or supervisory experience is preferred.

• Supervisory experience in a call center is strongly preferred.

• A Bachelor's degree in Healthcare Administration, Business Administration, Behavioral Health, Human Services, or a related field is preferred.

• Three to five years of experience in managed behavioral healthcare, EAP services, healthcare customer service, or a health-related call center environment.

• Proficiency in quality auditing, operational reporting, and accreditation preparation.

• Familiarity with electronic health records (EHRs) and healthcare technology platforms.

• Strong skills in Microsoft Office applications including Outlook, Excel, Word, and Teams.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Paid time off.

• Tuition assistance.

• Matched retirement plans for team members working 32 or more hours per pay period.