Call Center Director Behavioral Health (Hospital Intake)

Call Center Director Behavioral Health (Hospital Intake) Position Title: Call Center Director Behavioral Health The Call Center Director Behavioral Health is responsible for overseeing call center operations supporting inpatient and outpatient behavioral health services. This role ensures efficient intake, scheduling, and patient access to hospital-based care while delivering a high-quality patient experience. Key Responsibilities Oversee call center operations supporting behavioral health hospital admissions and scheduling Manage intake processes for mental health services, ensuring proper level-of-care placement Monitor KPIs including call volume, response times, patient access, and scheduling outcomes Lead hiring, training, and development of call center supervisors and staff Ensure staff are trained on behavioral health intake assessments, crisis calls, and patient engagement Collaborate with hospital leadership and clinical teams to align admissions with bed availability and program capacity Ensure compliance with HIPAA and hospital regulatory standards Implement call center technologies and workflow improvements Develop intake scripts, triage protocols, and standard operating procedures Analyze call data to improve efficiency and patient access Oversee crisis call handling and ensure proper escalation for individuals in need of immediate care Qualifications Bachelor's degree in Healthcare Administration, Business, or related field preferred 3+ years of call center leadership experience preferred. Experience in behavioral health, hospital intake, or healthcare access strongly preferred Knowledge of mental health services and level-of-care criteria preferred Strong leadership, communication, and organizational skills Ability to manage high-volume, fast-paced environments Perks with us! Medical Packages with Rx Flexible Spending Accounts (FSA) Dependent Care Spending Accounts Dental Care Program Vision Plan Life Insurance Options Accidental Insurances Paid Time Off + Paid Holidays Employee Assistance Programs 401k with a Company Match Education + Leadership Development Up to $15,000 in Tuition Reimbursements Student Loan Forgiveness Programs #J-18808-Ljbffr NewVista Behavioral Health