Call Center Director – Behavioral Health (Hospital Intake)

NewVista Behavioral Health

3d•Onsite

About The Position

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.

Requirements

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

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