Call Center Manager

Position: Call Center Manager

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.
• 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.