Behavioral Health Call Center Lead - Compassionate Care Ops

Mercy; Chesterfield (MO); On-site; USD 75,000 - 105,000; Full time

Job summary

Mercy is seeking a Supervisor for Behavioral Health Call Center to lead the day-to-day operations of the Behavioral Health and EAP Call Center. You will direct a team of caregivers, monitor performance, and ensure timely, compassionate access to care for patients.

You will collaborate with Behavioral Health and EAP leadership to drive quality, improve processes, and align with Mercy's mission and values while managing staffing, training, and performance metrics in a fast-paced health system.

Qualifications

• Three to five years of experience in a behavioral healthcare environment.
• Previous leadership or supervisory experience preferred.
• Call center supervisory experience strongly preferred.

Responsibilities

• Lead the daily operations of the Behavioral Health and EAP Call Center, ensuring exceptional service and efficient workflows.
• Recruit, hire, train, coach, and develop a high-performing team of 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 closely 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 as needed.
• Manage customer complaints, concerns, and grievances in partnership with leadership and key stakeholders.
• Support departmental reporting, account receivable functions, and administrative operations.
• Participate in quality improvement initiatives, accreditation readiness activities, and process enhancement efforts.
• Foster a culture of teamwork, accountability, compassion, and service excellence aligned with Mercy's values.

Skills

Leadership

Customer service

Quality auditing

Communication

Education

High school diploma

Bachelor's degree in Healthcare Administration, Business Administration, Behavioral Health, Human Services, or related field

Tools

Microsoft Office (Outlook, Excel, Word, Teams)

Job description

Mercy is seeking a Supervisor for Behavioral Health Call Center to lead the day-to-day operations of the Behavioral Health and EAP Call Center. You will direct a team of caregivers, monitor performance, and ensure timely, compassionate access to care for patients.

You will collaborate with Behavioral Health and EAP leadership to drive quality, improve processes, and align with Mercy's mission and values while managing staffing, training, and performance metrics in a fast-paced health system.