Call Center Director - Behavioral Health (Hospital Intake)

About the role

We are a leading behavioral health hospital organization dedicated to providing high-quality mental health and substance use disorder treatment services across multiple levels of care. Our facilities are designed to deliver safe, compassionate, and clinically effective treatment for individuals in need of acute and ongoing behavioral health support. Our team is committed to improving access to care and ensuring every patient receives timely, appropriate services in a supportive environment. We partner closely with clinical, operational, and community stakeholders to deliver coordinated care that promotes recovery and long-term wellness. We operate with a strong focus on patient experience, service excellence, and measurable outcomes. Through our call centers and admissions teams, we play a critical role in connecting individuals and families to the care they need-when they need it most. At our core, we value: Compassionate Care - Treating every patient with dignity and respect Access & Responsiveness - Ensuring timely entry into appropriate levels of care Clinical Excellence - Delivering evidence-based, outcome-driven treatment Teamwork - Collaborating across departments to support patient success Accountability - Maintaining high standards in service, compliance, and performance Join a mission-driven organization where your work directly impacts patients, families, and communities every day. Perks with us! Medical Packages with Rx Flexible Spending Accounts (FSA) Dependent Care Spending Accounts Dental Care Program Vision Plan Life Insurance Options Accidental Insurances Paid Time Off + Paid Holidays Employee Assistance Programs 401k with a Company Match Education + Leadership Development Up to $15,000 in Tuition Reimbursements Student Loan Forgiveness Programs Our overall mission is to Inspire Hope, Restore Peace of Mind and Heal Lives.

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

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

Benefits

Additional Information

Job Address: 10123 Alliance Road, Suite 320 Blue Ash, OH 45242 Call Center Director - Behavioral Health (Hospital Intake) Position Title: Call Center Director - Behavioral Health Department: Call Center Status: Exempt Position Summary 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.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at communicarehealth? Share your experience