Behavioral Health Connections is hiring: Call Center Lead in Dallas

Overview

Join to apply for the Call Center Lead role at Behavioral Health Connections.

Behavioral Health Connections (BHC) is seeking a dynamic and talented Lead - Call Center Specialist to join a team of compassionate professionals. The Call Center Lead assists in the process of receiving referral calls, dispatching appropriate clinicians for mental health assessments, entering call data and case status into databases, verifying applicable paperwork, and coordinating individuals into treatment facilities. Customer service, thorough and accurate documentation of calls and related paperwork are a critical component of this role.

Responsibilities

• Provide training, monitor call quality, manage escalated cases, develop protocols for handling sensitive situations, and ensure compliance with regulations related to patient confidentiality and data protection.
• Analyze call center data and trends to identify areas for improvement and implement strategies to enhance service quality.
• Collaborate with other departments (clinical staff, administration) to ensure seamless coordination of care for patients.
• Participate in the recruitment and onboarding of new call center staff.

Qualifications

• Education: High School diploma/GED required; Associate’s or Bachelor’s degree in Counseling, Psychology, Social Work, or Social Services preferred.
• Experience: Minimum of 2 years in a call center with customer service and data entry; ability to multitask. Preferred: 3–5 years in related field with knowledge of crisis intervention and risk assessment, psychiatric symptomology, basic chemical dependency, age-specific growth and development, and crisis and behavior management.

Benefits

• Challenging and rewarding work environment
• Competitive compensation and generous paid time off
• Medical, dental, vision, and prescription drug plans
• 401(k) with company match and discounted stock plan
• SoFi student loan refinancing program
• Career development opportunities within UHS and its 300+ subsidiaries
• More information is available on the benefits site

About UHS / About Universal Health Services

One of the nation’s largest providers of hospital and healthcare services. UHS has built a long-standing record of achievement and performance, with operations spanning hospitals, behavioral health facilities, outpatient facilities and more. Website: www.uhs.com

EEO Statement

All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and support recruitment, selection, placement, promotion and compensation without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by law.

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