Behavioral Health Call Center Supervisor

Find your calling at Mercy!

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.