Behavioral Health Call Center Leader: Patient Access & Care

Mercy Hospital St. Louis Critical Care Medicine Fellowship; Chesterfield (MO); On-site; USD 60,000 - 90,000; Full time

Job summary

Mercy is seeking a Supervisor for the Behavioral Health Call Center to coordinate daily operations, lead a team of caregivers, and ensure high-quality service for patients seeking behavioral health support.

You will monitor key metrics, drive improvement initiatives, and collaborate with Behavioral Health and EAP leadership to meet organizational goals. Mercy emphasizes compassionate care and operational excellence in a fast-paced health system.

Qualifications

• 3–5 years in a behavioral healthcare setting with supervision experience.
• Experience leading a call center or customer service team.
• Strong understanding of quality audits and reporting.
• Familiarity with EHRs and healthcare technology platforms.
• Proficiency with Microsoft Office applications.

Responsibilities

• Lead daily operations of Behavioral Health and EAP Call Center with focus on service quality.
• Recruit, hire, train, coach, and develop the call center team.
• Manage caregiver scheduling, staffing coverage, and timekeeping.
• Monitor performance via quality audits, reviews, and reporting.
• Analyze metrics to drive improvement and efficiency.
• Collaborate with Behavioral Health, EAP, and leadership to meet goals.
• Coordinate with after-hours vendors to ensure patient access.
• Review and update call center policies and procedures as needed.
• Handle complaints with leadership and stakeholders, resolving issues.
• Support departmental reporting, AR functions, and admin operations.
• Participate in accreditation readiness and process improvements.
• Foster teamwork, accountability, compassion, and service excellence.

Skills

Leadership

Call center

Behavioral health

Quality audits

Operations reporting

EHR experience

Microsoft Office

Education

High school diploma

Bachelor's degree preferred

Healthcare Admin degree preferred

Tools

EHR systems

Microsoft Office

Job description

Mercy is seeking a Supervisor for the Behavioral Health Call Center to coordinate daily operations, lead a team of caregivers, and ensure high-quality service for patients seeking behavioral health support.

You will monitor key metrics, drive improvement initiatives, and collaborate with Behavioral Health and EAP leadership to meet organizational goals. Mercy emphasizes compassionate care and operational excellence in a fast-paced health system.