Call Center Lead

Lead - Call Center Specialist (FT)

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, 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 providers 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 Dallas, TX is seeking a dynamic and talented Lead - Call Center Specialist (FT) 12 hours varied shifts to join the team of compassionate, dedicated professionals. The Call Center Lead assists in the process of receiving referral calls, taking demographic dispatching appropriate clinicians for mental health assessments, entering call data and case status into databases, verifying appropriate paperwork is thoroughly completed, and assisting with coordination of individuals into treatment facilities. Customer service, thorough and accurate documentation of calls and other related paperwork is a critical component of this role.

Job Duties :

• 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.

Benefit Highlights :

About Universal Health Services :

One of the nation's largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. (UHS) has built an impressive record of achievement and performance. Growing steadily since its inception into an esteemed Fortune 500 corporation, annual revenues were $15.8 billion in 2024. UHS was again recognized as one of the World's Most Admired Companies by Fortune; listed in the Forbes ranking of America's Largest Public Companies. Headquartered in King of Prussia, PA, UHS has approximately 99,000 employees and continues to grow through its subsidiaries. Operating acute care hospitals, behavioral health facilities, outpatient facilities, and ambulatory care access points, an insurance offering, a physician network, and various related services located all over the U.S. States, Washington, D.C., Puerto Rico, and the United Kingdom.

Qualifications Requirements :

Education required : High School diploma / GED. Preferred : Associate's or Bachelor's degree in Counseling, Psychology, Social Work, or Social Services.

Licensure and certification required : N / A.

Experience required : Two (2) years of related experience working in a call center, providing customer service, and performing data entry required. Able to multitask.

Preferred : 3-5 years of experience in related field, knowledge of crises intervention and risk assessment, psychiatric diagnoses symptomology, basic chemical dependency, age-specific growth and development, and crisis and behavior management.

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 as such, openly support and fully commit to recruitment, selection, placement, promotion, and compensation of individuals 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 federal, state, or local laws.

Avoid and Report Recruitment Scams :

We are aware of a scam whereby imposters are posing as Recruiters from UHS, and our subsidiary hospitals and facilities. Beware of anyone requesting financial or personal information. At UHS and all our subsidiaries, our Human Resources departments and recruiters are here to help prospective candidates by matching skill set and experience with the best possible career path at UHS and our subsidiaries. During the recruitment process, no recruiter or employee will request financial or personal information (e.g., Social Security Number, credit card or bank information, etc.) from you via email. Our recruiters will not email you from a public webmail client like Hotmail, Gmail, Yahoo Mail, etc. If you suspect a fraudulent job posting or job-related email mentioning UHS or its subsidiaries, we encourage you to report such concerns to appropriate law enforcement. We encourage you to refer to the legitimate UHS and UHS subsidiary career websites to verify job opportunities and not rely on unsolicited calls from recruiters.