Mgr Behavioral Health Services, Crisis Call Center

Location: Baton Rouge, Louisiana or Metairie, Louisiana

Hybrid 2: This role requires associates to be in-office 3 days per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. Candidates must reside within a reasonable commuting distance from the posting location(s).

About the Role

The Manager, Behavioral Health Services supports and mentors frontline phone staff and serves as a subject matter expert for accounts and within the department. This role works closely with the Manager II overseeing day-to-day operations of the Louisiana Account.

Responsibilities

• Support frontline staffing, coaching, and mentoring through 1:1s and performance management.
• Partner with Quality and Training teams to ensure proper documentation and adherence to policies and procedures for all calls.
• Collaborate with the workforce management team to review performance, process improvements, and staff development.
• Hire, train, coach, counsel, and evaluate the performance of direct reports.
• Manage a team of licensed clinicians and non-clinical support staff responsible for telephonic crisis intervention, crisis screening and assessments, and connecting callers or providers with resources to optimize quality outcomes and cost-effective care.
• Support quality improvement by identifying new business processes, recommending policy/procedure revisions, and ensuring adherence to best practices, clinical standards, and contracts for a 24/7 inbound and outbound call center managing Behavioral Health Services.
• Provide case consultation and education to customers and internal associates on effective utilization of Behavioral Health services.
• Lead the development and maintenance of positive relationships with members, clients, and providers; serve as a resource for direct reports, vendors, account management, implementation teams, privacy and compliance, and infrastructure support teams.

Requirements

• Current, active, unrestricted Louisiana license such as APRN, LCSW, LMHC, LPC, LMSW, LBA, LMFT, or Clinical Psychologist to practice as a health professional within the scope of licensure in Louisiana.
• Prior experience in a Managed Care setting required.
• Master’s degree in social work, counseling, psychology, or a related behavioral health field, or a degree in nursing with a minimum of 5 years of clinical experience in facility-based and/or outpatient psychiatric and chemical dependency treatment, including prior assessment for level of care experience (e.g., EAP or crisis). Alternatively, any combination of education and experience providing an equivalent background.
• Must reside in Louisiana.

Preferred Skills and Experience

• Prior experience in crisis work and a call center environment is strongly preferred.
• Experience applying clinical and policy knowledge across the continuum of Behavioral Health treatment.

Schedule

• Fri–Tues: 4:30 PM – 12:30 AM, or
• Sat–Wed: 4:30 PM – 12:30 AM

Benefits

• Market-competitive total rewards including merit increases, paid holidays, and Paid Time Off.
• Incentive bonus programs (unless covered by a collective bargaining agreement).
• Medical, dental, vision, short- and long-term disability benefits.
• 401(k) with company match and stock purchase plan.
• Life insurance, wellness programs, and financial education resources.

About Elevance Health

Elevance Health is a health company dedicated to improving lives and communities—and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, seeking leaders passionate about making an impact on our members and communities.

We foster a culture designed to advance our strategy and support personal and professional growth. Our values and behaviors drive shared success for consumers, associates, communities, and our business.

Elevance Health operates under a Hybrid Workforce Strategy. Associates are required to work onsite at an Elevance Health location at least once per week, with specific expectations discussed during the hiring process.

For certain patient/member-facing roles, COVID-19 and Influenza vaccination is required unless an acceptable exemption is provided. Elevance Health complies with all relevant federal, state, and local laws regarding employment.