Call Center Manager

Overview Join to apply for the Call Center Manager role at Lighthouse Behavioral Health Solutions . Lighthouse Behavioral Health Solutions (LBHS) provides individual, outpatient, intensive outpatient, partial hospitalization, residential, psychiatric services, and medication assisted treatment for mental health and substance abuse treatment needs. We are a treatment facility that prides itself in a welcoming and compassionate approach to substance use and mental health treatment. We believe our clients can achieve recovery and be valued community members through positive engagement and meaningful participation in treatment. Our comprehensive approach to addictions treatment provides a continuum of care that begins with asking for help and continues through to ongoing peer support. In addition to our state-of-the-art treatment facilities and peer support centers across Central Ohio, we work to remove barriers and promote access to care through our integrative approach and evidence-based clinical treatment. Join our exciting and fast-growing company in which you will have an impact on improving people’s lives! Lighthouse Behavioral Health Solutions (LBHS) is looking for quality candidates who are pursuing professional growth in a supportive environment and can thrive in a collaborative team-focused culture. Benefits 9 Paid Holidays Paid Time Off Sick Time Off Paid continuing education opportunities Paid parental leave Medical/Dental/Vision 401(k) Life Insurance STAR/HRSA/Ohio student loan forgiveness programs (for applicable roles and locations) Role Details Call Center Manager — Reports to: Chief Clinical Officer Role Overview The Call Center Manager will oversee the day-to-day operations of our centralized call center, ensuring the delivery of high-quality, responsive, and compassionate service to clients, families, and referral partners. This role is critical in supporting client access to care, optimizing scheduling efficiency, and enhancing the overall experience with Lighthouse Behavioral Health Solutions. Operational Leadership Lead, coach, and develop a team of call center representatives, including onboarding, training, and ongoing performance management. Monitor call center metrics (e.g., call volume, response time, abandonment rate, satisfaction) and use data to drive continuous improvement. Ensure coverage and scheduling meets demand, including adjusting staffing in response to peak call times or volume surges. Implement and refine scripts, workflows, and processes to enhance service delivery, accuracy, and client engagement. Oversee daily team huddles to share census updates, bed availability, shift priorities, and process reminders. Ensure timely engagement with external referrals Client Access and Experience Ensure all incoming calls, appointment requests, and inquiries are handled professionally, empathetically, and in a timely manner. Partner with clinical and administrative teams to ensure seamless scheduling, follow-ups, and communication across departments. Resolve escalated client concerns or service issues with empathy and efficiency. Promote a culture of trauma-informed, inclusive, and client-centered care. Systems & Compliance Maintain call tracking systems and documentation in accordance with HIPAA and internal compliance standards. Collaborate with IT and leadership to evaluate and implement call center technologies or enhancements. Ensure adherence to organizational policies, privacy regulations, and ethical practices. Call Flow Execution Ensure intraday call flow and coverage are effectively managed by the Call Center Lead using NICE and Omni-Channel tools, with timely responses maintained across all platforms (calls, chat, web forms). Oversee the monitoring of Pending Admissions and Open Cases reports in KIPU throughout each shift, ensuring the Lead is driving proactive follow-ups. Hold the team accountable for utilizing CareLogic to validate client records, review referral notes, and confirm appropriate program placements, providing guidance as needed. Ensure real-time coordination with OneStep Housing is maintained by the Lead for accurate bed tracking and housing availability updates. Support the call center team by providing escalation support on complex cases and directly engaging with high-risk clients when necessary. Partner with the Admissions Director and Intake Manager to oversee shift coverage, ensuring appropriate reallocation of workload during staff absences. Performance Reporting & Continuous Improvement Ensure regular reviews of KIPU (CRM) and CareLogic (EHR) documentation to identify barriers to treatment engagement and proactively support advisors in advancing clients through the admissions process. Oversee quality assurance of electronic health record (EHR) documentation, ensuring accuracy, completeness, and timely updates across all platforms. Evaluate customer interactions (calls, chats, emails) using established criteria through embedded audits to identify areas of improvement, and provide constructive feedback. Collaborate with supervisors and team leads to deliver targeted coaching and training based on performance data and QA evaluations. Identify trends and recurring challenges through data analysis and frontline feedback, and present actionable insights to senior leadership to inform quality improvement strategies and targeted training efforts. Required Qualifications Associate degree in business, healthcare administration, or related field; equivalent experience may be considered in lieu of a degree. 3+ years’ experience in a managerial role within in a call center, behavioral health, or crisis triage environment. Proficiency in call center platforms, EHR (Electronic Medical Record) and CRM technologies. Strong verbal and written communication skills with a demonstrated ability to support and coach peers. Highly organized, detail-oriented, and capable of managing competing priorities Ability to handle sensitive information with confidentiality and professionalism. Must pass BCI check, all Corporate Compliance checks, and employment drug screen. Preferred Qualifications Experience in a behavioral health or substance use disorder treatment center. Prior management experience in call center or healthcare admissions settings. Familiarity with Medicaid and payer verification workflows. Bilingual or multicultural communication skills a plus Lighthouse is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, age, color, religion, sex, national origin, sexual orientation, disability status, genetics, gender identity and/or expression, protected veteran status, or any other characteristic protected by federal, state, or local law. LBHS adheres to Title VII of the Civil Rights Act as amended, Ohio Civil Rights Act, and all applicable rules and regulations. LBHS is an equal opportunity employer. #J-18808-Ljbffr