Behavioral Health Call Center Supervisor

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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Mercy

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1886

🏥 Healthcare

🤝 Non-profit

🧘 Wellness

💰 Grant on 2025-05

Healthcare • Non-profit • Wellness

Mercy is a large, community-focused nonprofit health system that operates hospitals, clinics, urgent and convenient care centers, and telehealth services. It offers patient-facing services including appointment scheduling, billing and payment options, provider directories, patient portals, multilingual support, community health education, and care coordination, with a mission-driven focus on improving health and wellness across the communities it serves.

📋 Description

• Lead the daily operations of the Behavioral Health and EAP Call Center • Recruit, hire, train, coach, and develop customer service caregivers • Manage caregiver scheduling, staffing coverage, and timekeeping processes • Monitor call center performance through quality audits, performance reviews, and operational reporting • Analyze key metrics and trends to drive continuous improvement, efficiency, and service excellence • Collaborate with Behavioral Health, EAP, and organizational leadership to support departmental goals • Coordinate with after-hours service vendors to ensure seamless patient access and support • Review, develop, and update call center policies and procedures • Manage customer complaints, concerns, and grievances with leadership and stakeholders • Support departmental reporting, accounts receivable functions, and administrative operations • Participate in quality improvement initiatives, accreditation readiness activities, and process enhancement efforts • Foster teamwork, accountability, compassion, and service excellence aligned with Mercy's values • Perform additional non-clinical duties as assigned

🎯 Requirements

• High school diploma or equivalent required • Three to five years of experience in a behavioral healthcare environment required • Previous leadership or supervisory experience preferred • Call center supervisory experience strongly preferred • Bachelor's degree in Healthcare Administration, Business Administration, Behavioral Health, Human Services, or a related field preferred • Three to five years of experience in managed behavioral healthcare, EAP services, healthcare customer service, or a health-related call center setting • Experience with quality auditing, operational reporting, and accreditation preparation • Experience working with electronic health records (EHRs) and healthcare technology platforms • Strong proficiency with Microsoft Office applications including Outlook, Excel, Word, and Teams

🏖️ Benefits

• Medical, dental, and vision coverage • Paid time off • Tuition support • Matched retirement plans for team members working 32+ hours per pay period

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