What are the responsibilities and job description for the Call Center Supervisor position at Behavioral Health Group?

Call Center Supervisor

Starting Pay Range : $24-$28 per hour

Behavioral Health Group (BHG) is the largest network of Joint Commission-accredited treatment centers and a leading provider of opioid addiction treatment services. With over 115 locations in 24 states and a team of more than 1,900 employees, we are dedicated to helping individuals overcome substance use disorders and reclaim their lives. Join us in making a difference.

Job Summary

The Call Center Supervisor is responsible for leading and managing a team of call center agents to ensure they meet customer service standards and performance targets. This includes hiring, training, coaching, and evaluating agent performance, as well as monitoring call quality, resolving escalated customer issues, and reporting on team metrics to upper management. In essence, this role oversees the day-to-day operations of the call center. Additionally, the supervisor handles calls from patients, potential patients, and their families, addressing treatment options and answering questions and concerns related to our clinics and intake process. Extraordinary communication skills are required to interact with diverse populations, as well as a proficient understanding of BHG's regulatory requirements.

Summary of Essential Job Functions

The key responsibilities of the Call Center Supervisor include, but are not limited to :

Duties and Responsibilities

Help the team achieve desired results in escalated resolution, average speed of answer, calls answered, calls converted, and scheduled appointments.
Answer incoming calls and respond to inquiries from call center agents, patients, or family members when calls are on hold.
Be well-versed in BHG's treatment programs and successfully explain them to patients and their family members.
Manage and resolve patient concerns.
Oversee ongoing training and development opportunities for agents.
Coach agents on customer service techniques and call-handling procedures.
Conduct performance evaluations and provide feedback.
Regularly monitor call quality through call recordings to ensure adherence to company standards.
Analyze key performance indicators (KPIs) and identify areas for improvement.
Implement corrective actions when necessary.
Maintain a basic understanding of alcohol and drug abuse and addiction.
Comply with all federal, state, and local regulatory agency requirements.
Comply with all accrediting agencies.
Demonstrate a commitment to valuing diversity and contributing to an inclusive work environment.
Meet BHG's attendance standards and be present and ready for work at the beginning of the scheduled shift.
Report any work-related injury, illness, hazards, or security issues.

Regulatory

Responsible for complying with all federal, state, and local regulatory agency requirements.

Marketing and Outreach

Participate in community and public relations activities as assigned.

Professional Development

Demonstrate the belief that addiction is a brain disease, not a moral failing.

Exhibit hope, respect, and caring in all interactions with patients and team members.

Establish and maintain positive relationships in the workplace.

Work independently and under pressure while managing multiple tasks.

Make sound decisions and exercise good judgment when handling confidential and sensitive issues.

Address stress and other challenges effectively.

Training

Participate in and provide in-service training as required by federal, state, local, and accrediting agencies.

Attend conferences, meetings, and training programs as directed.

Minimum Requirements

The Call Center Supervisor must comply with all federal and state regulations regarding certification, licensure, and degree.

Qualifications

At least 2 years of proven experience leading call center operations, preferably in healthcare, behavioral health, or a patient access environment.

Strong understanding of addiction, commonly abused substances, and their classification.

A history of demonstrated success in a professional clinical or medical environment.

A highly motivated self-starter and fast learner.

Consistently exceeds customer and team expectations.

Excellent interpersonal, oral, and written communication skills.

Strong decision-making and problem-solving abilities.

High level of accuracy and attention to detail.

Strong problem analysis and assessment skills.

Effective time management skills.

In addition to meeting the qualifications, the ideal candidate will embody the following characteristics and possess the knowledge, skills, and abilities listed below :

High integrity.

Excellent verbal and written communication skills.

Sound judgment.

Efficiency.

Self-starter.

Ability to work independently and under pressure while managing multiple tasks.

Ability to make decisions and exercise good judgment with confidential and sensitive issues.

Ability to react quickly and make effective decisions.

Basic computer and word-processing skills.

Basic knowledge and skill in the use of typical office equipment such as calculators, fax machines, copiers, computers, telephones, and relevant software.

Physical Requirements and Working Conditions

The physical demands described here represent the requirements necessary to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions, provided that the accommodation does not create an undue hardship on the business.

Variable workload with periodic high activity levels.

Vision sufficient to read correspondence, computer screens, forms, etc.

Ability to sit for long periods, with some bending, stooping, and stretching.

Speaking and hearing ability sufficient to communicate effectively by phone or in person at normal volumes.

Ability to keyboard for long periods.

Why Join BHG?

Work-Life Balance : Enjoy generous paid time off, holidays, and personal needs. Benefit from flexible schedules with early in / early out hours, no nights, and no Sundays.

Investment in Your Growth : Prioritize your development with role-based training and advancement opportunities.

Comprehensive Benefits : Choose from three benefits programs, including health, life, vision, and dental insurance. Enjoy tuition reimbursement and competitive 401K match.

Recognition and Rewards : Experience competitive pay, quarterly bonuses, and incentives for certifications or licenses.

Employee Perks : Access exclusive discounts on various services and entertainment options, and benefit from our Employee Assistance Program and self-care series.

At BHG, we thrive on the greatness of our people. Join us and become part of a community that values excellence, integrity, and making a real difference in the lives of others.

BHG is an equal opportunity, affirmative action employer providing equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity / expression, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law.

Salary : $24 - $28

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