Behavioral Health Call Center Supervisor

MHM Support Services; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

Mercy is hiring a Supervisor for Behavioral Health Call Center to lead daily operations, drive service excellence, and coach a team of customer service caregivers. You will oversee scheduling, performance metrics, and quality audits while partnering with Behavioral Health and EAP leadership to meet Mercy’s mission of compassionate, accessible care.

You will apply your leadership experience in a fast-paced healthcare setting, ensure regulatory readiness, and enhance patient access to care.

Qualifications

• 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 related field preferred.
• Three to five years of experience in managed behavioral healthcare, EAP services, healthcare customer service, or health-related call center setting.
• Experience with quality auditing, operational reporting, and accreditation preparation.
• Experience working with EHRs and healthcare technology platforms.
• Strong proficiency with Microsoft Office applications including Outlook, Excel, Word, and Teams.

Responsibilities

• Lead daily operations of the Behavioral Health and EAP Call Center to ensure exceptional service and efficiency.
• Recruit, hire, train, coach, and develop a high-performing team of caregivers.
• Manage scheduling, staffing coverage, and timekeeping processes.
• Monitor call center performance through quality audits, reviews, and reporting.
• Analyze metrics and trends to drive continuous improvement and service excellence.
• Collaborate with Behavioral Health, EAP, and leadership to support departmental goals.
• Coordinate with after-hours service vendors to ensure seamless access to care.
• Review and update call center policies and procedures as needed.
• Handle customer complaints in partnership with leadership.
• Support departmental reporting, AR functions, and administrative operations.
• Participate in quality improvement, accreditation readiness, and process improvements.
• Foster teamwork, accountability, compassion, and service excellence aligned with Mercy values.

Skills

Leadership

People management

Scheduling

Quality audits

Data analysis

Customer service

Team development

Education

High school diploma

Bachelor's degree in Healthcare Administration

Tools

EHR systems

Microsoft Office (Outlook, Excel, Word, Teams)

Job description

Find your calling at Mercy!

The Supervisor for Behavioral Health Call Center is responsible for the coordination and oversight of call center and customer service activity and providing oversight support to the call center team of caregivers. The Supervisor implements, monitors, and reports in key areas promoting efficient functioning of the Call Center department's day-to-day operations. This position leads a department of customer service coworkers and collaborates closely with the department's leadership team.

Position Details:

Supervisor, Behavioral Health Call Center

At Mercy, we're committed to delivering compassionate care and exceptional service to every patient, every day. As a Supervisor, Behavioral Health Call Center, you will play a vital role in ensuring individuals seeking behavioral health services receive timely support, guidance, and access to care. This position combines leadership, operations, and customer service expertise to help drive positive outcomes for the communities we serve.

The Supervisor is responsible for the coordination, oversight, and performance of the Behavioral Health and Employee Assistance Program (EAP) Call Center. This leader will manage a team of customer service caregivers, monitor key quality and operational metrics, and partner closely with Behavioral Health and EAP leadership to support Mercy's mission of bringing healing ministry and compassionate care to those in need.

What You'll Do

• 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.
• Perform additional non-clinical duties as assigned.

Minimum Qualifications

Education

• High school diploma or equivalent required.

Experience

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

Preferred Qualifications

Education

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

Experience

• 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.

Our Ideal Candidate

You thrive in a fast-paced healthcare environment and are passionate about supporting both patients and caregivers. You're a collaborative leader who values service excellence, embraces continuous improvement, and enjoys helping teams succeed while making a meaningful difference in the lives of others.

Why Mercy?

At Mercy, we believe healthcare is a calling. We are one of the nation's leading health systems, serving communities through a mission-driven culture focused on compassion, excellence, dignity, justice, service, and stewardship. As a Mercy caregiver, you'll have the opportunity to make a lasting impact while working alongside a team dedicated to helping people live healthier lives.

Join Mercy and help ensure patients receive the support, access, and compassionate care they deserve from their very first call.

Why Mercy?

From day one, Mercy offers outstanding benefits - including medical, dental, and vision coverage, paid time off, tuition support, and matched retirement plans for team members working 32+ hours per pay period.

Join a caring, collaborative team where your voice matters. At Mercy, you'll help shape the future of healthcare through innovation, technology, and compassion. As we grow, you'll grow with us.