Mgr Behavioral Health Services, Crisis Call Center

Anticipated End Date:

2026-08-21

Position Title:

Mgr Behavioral Health Services, Crisis Call Center

Job Description:

Manager, Behavioral Health Services

Location: Baton Rouge, Louisiana or Metairie, Louisiana

Hours: Fri-Tues 4:30p- 12:30a  OR  Sat-Wed 4:30pm -12:30am

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. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace.

Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless accommodation is granted as required by law. 

The Manager, Behavioral Health Services is responsible for supporting and mentoring the frontline phone staff and as a subject matter expert for accounts and within the department. Works closely with the Manager II who oversees day to day operations of the Louisiana Account:

• Supporting frontline staffing, coaching, mentoring through 1:1s and Performance management.
• Partnering with Quality and Training teams to ensure proper documentation and policies and procedures are followed for all calls.
• Partner with workforce management team to review performance and functioning of the line, process changes and improvements, staff development.
• Hires, trains, coaches, counsels, and evaluate performance of direct reports. 
• Managing 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 available resources to optimize quality outcomes and cost effective care.
• Supports quality improvement by identifying new business processes, recommending revisions to policies/procedures and providing quality control to ensure adherence to the appropriate policy, best practices, relevant clinical standards and contracts for an inbound and outbound 24/7 call center managing BH Services.
• Manages case consultation and education to customers and internal associates of effective utilization of BH services and leads development and maintenance of positive relationship with members, clients and providers; serves as a resource for direct reports, vendors, account management, implementation teams, privacy and compliance and infrastructure support teams.

Minimum Requirements:

• Requires current, active, unrestricted Louisiana license such as APRN, LCSW (as applicable by state law and scope of practice), LMHC, LPC, LMSW, LBA (as allowed by applicable state laws), LMFT, or Clinical Psychologist to practice as a health professional within the scope of licensure in Louisiana. Licensure is a requirement for this position.
• Prior experience in Managed Care setting required.
• MS in social work, counseling, psychology or related behavioral health field or a degree in nursing and minimum of 5 years of clinical experience with facility-based and/or outpatient psychiatric and chemical dependency treatment and prior assessment for level of care experience, which includes prior EAP or crisis; or any combination of education and experience, which would provide an equivalent background.
• Residential requirement: must reside in Louisiana

Preferred Skills, Capabilities and Experiences:

• Prior experience in Crisis Work and call center environment is strongly preferred.
• Experience applying clinical and policy knowledge on the continuum of Behavioral Health treatment strongly preferred.

Job Level:

Manager

Workshift:

2nd Shift (United States of America)

Job Family:

MED > Licensed/Certified Behavioral Health Role

Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Who We Are

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, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

How We Work

At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional gr