Behavioral Health Call Center Leader

Mercy Co; Chesterfield (MO); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Mercy is seeking a Supervisor, Behavioral Health Call Center to lead a team of customer service caregivers, oversee operations, and support Mercy's mission of compassionate care. You will monitor performance, drive improvements, and partner with Behavioral Health and EAP leadership to ensure timely access to care.

The role emphasizes leadership, operations, and customer service in a fast-paced healthcare environment, with focus on quality and accreditation readiness.

Qualifications

• High school diploma or equivalent required.
• Three to five years of experience in a behavioral healthcare environment required.
• Leadership or supervisory experience preferred.
• Call center supervisory experience strongly preferred.
• Experience with quality auditing, operational reporting, and accreditation preparation.
• Experience with electronic health records (EHRs) and healthcare technology platforms.
• Strong proficiency with Microsoft Office applications including Outlook, Excel, Word, and Teams.

Responsibilities

• Lead daily operations of Behavioral Health and EAP Call Center with focus on service quality and efficient workflows.
• Recruit, hire, train, coach, and develop a high-performing customer service team.
• Manage caregiver scheduling, staffing coverage, and timekeeping processes.
• Monitor call center performance via quality audits, reviews, and reporting.
• Analyze metrics to drive continuous improvement and service excellence.
• Collaborate with Behavioral Health, EAP, and leadership to meet departmental goals.
• Coordinate with after-hours service vendors to maintain patient access.
• Update and enforce call center policies and procedures.

Skills

Leadership

Customer service

Team coordination

Education

Bachelor's degree (preferred) in Healthcare Admin/Business/Behavioral Health

Tools

Microsoft Office

Job description

Mercy is seeking a Supervisor, Behavioral Health Call Center to lead a team of customer service caregivers, oversee operations, and support Mercy's mission of compassionate care. You will monitor performance, drive improvements, and partner with Behavioral Health and EAP leadership to ensure timely access to care.

The role emphasizes leadership, operations, and customer service in a fast-paced healthcare environment, with focus on quality and accreditation readiness.