Call Center Lead - Evening ATL Command Center

UHS•Dunwoody, GA

8d•Onsite

About The Position

Behavioral Health Connections, Inc. is a provider of patient-focused, comprehensive mental health services. We offer mental health evaluations to children, adolescents, adults and older adults in crisis 24 hours a day, 7 days a week response, including all holidays. Our service model focuses on the assessment, diagnosis, treatment, and disposition of your mental health patients. Based on the results of an assessment, we determine the most appropriate level of care and recommend treatment facilities. The tele-psychiatric assessment and consultation services we offer are designed to connect people with the care provides best equipped to address their mental health issues. Rapid response means that the patient will get to the most appropriate level of care faster and expedite their journey to wellness. Behavioral Health Connections (BHC) in Dunwoody, GA is seeking a dynamic and talented Lead - Call Center Specialist (10 hours Evening shifts) to join the team of compassionate, dedicated professionals. The Lead Call Center Specialist performs administrative functions to include assistance in the processes for managing patient care by monitoring referrals and connecting them to relevant health care providers. Organizing, facilitating, and coordinating the timely evaluation with therapist and the acceptance of patients referred for services. The Call Center Lead will oversee the call center specialist handling inquiries related to behavioral health services, crisis intervention, and support.

Requirements

High School diploma/GED.
Two (2) years of related experience working in a call center, providing customer service and performing data entry required.
Able to multitask.

Nice To Haves

Bachelor’s degree in Counseling, Psychology, Social Work or Social Services.
knowledge of crises intervention and risk assessment, psychiatric diagnoses symptomology, basic chemical dependency, age specific growth and development and crisis and behavior management

Responsibilities

Provides training, monitoring call quality, managing escalated cases, developing protocols for handling sensitive situations, and ensuring compliance with regulations related to patient confidentiality and data protection.
Analyzing call center data and trends to identify areas for improvement and implementing strategies to enhance service quality.
Collaborating with other departments within the organization, such as clinical staff and administration, to ensure seamless coordination of care for patients.
Participating in the recruitment and onboarding of new call center staff.