Program Manager, Call Center

1 week ago


Decatur, Illinois, United States Heritage Behavioral Health Center Full time
Program Manager, Call Center

Heritage Behavioral Health Center is seeking a highly skilled and experienced Program Manager to oversee the daily operations of our 24/7 call center. As a key member of our team, you will be responsible for ensuring high-quality service delivery, managing a team of remote call center staff, and fostering a supportive environment that prioritizes quality client care.

Key Responsibilities:
  • Coordinate the day-to-day operations of the call center, ensuring compassionate service delivery and adherence to policies and procedures.
  • Recruit, train, and manage call center staff, promoting a culture of teamwork and collaboration.
  • Provide formal individual and group clinical supervision to staff, utilizing a strengths-based and person-centered approach.
  • Participate in clinical case reviews, collaborating with internal and external providers to coordinate treatment and ensure seamless care transitions.
  • Maintain positive relationships with referral sources and community providers, promoting a culture of partnership and collaboration.
Requirements:
  • Master's degree in human service related field and QMHP certification.
  • Experience in crisis services, behavioral health, and team management.
  • Excellent decision-making and problem-solving skills, with the ability to work independently and as part of a team.
  • Strong communication and interpersonal skills, with the ability to engage individuals in behavioral health treatment.
  • Knowledge of community resources, including psychiatry, substance use, medical, and other community services.
What We Offer:
  • Competitive salary range: $65,000-$85,000.
  • Generous vacation, sick, and personal leave.
  • WELLNESS days - 26 days per year (every other Friday off paid).
  • Health Club/Fitness Reimbursement.
  • Employee Assistance Program.
  • Continuing education opportunities.
  • Tuition assistance program.
  • Agency-provided life insurance and short-term disability policies.
  • Retirement plans (401k and Roth).
  • Optional insurance benefits, including health, dental, vision, flex spending accounts, and additional life insurance.


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