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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing call center operations within a behavioral healthcare environment, focusing on quality auditing, performance monitoring, and continuous improvement. Proficient in caregiver recruitment, training, and development while fostering a culture of service excellence and teamwork.
Highest-signal resume keywords
Call Center ManagementBehavioral Healthcare ExperienceQuality AuditingStaff Recruitment and TrainingMicrosoft Office Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality AuditingOperational ReportingCaregiver SchedulingAccreditation PreparationCustomer Service ManagementTimekeeping ProcessesData AnalysisPerformance ReviewsHealthcare Technology PlatformsEHR Experience
Soft Skills
TeamworkAccountabilityCompassionCoachingLeadership
Tools & Technologies
Microsoft OutlookMicrosoft ExcelMicrosoft WordMicrosoft TeamsElectronic Health Records (EHRs)
Industry Keywords
Behavioral HealthEAP ServicesHealthcare AdministrationManaged Behavioral HealthcareCustomer Complaints Management
About the role
Key responsibilities & impact- Lead the daily operations of the Behavioral Health and EAP Call Center
- Recruit, hire, train, coach, and develop 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 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
- Manage customer complaints, concerns, and grievances with leadership and stakeholders
- Support departmental reporting, accounts receivable functions, and administrative operations
- Participate in quality improvement initiatives, accreditation readiness activities, and process enhancement efforts
- Foster teamwork, accountability, compassion, and service excellence aligned with Mercy's values
- Perform additional non-clinical duties as assigned
Requirements
What you’ll need- 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 a related field preferred
- 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
Benefits
Comp & perks- Medical, dental, and vision coverage
- Paid time off
- Tuition support
- Matched retirement plans for team members working 32+ hours per pay period