Commission Conduit Call Center Jobs in Decatur, GA

How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

Work Shift

The Logistics and Operations Analyst, Behavioral Health plays a central role in the operational coordination and deployment of behavioral health resources across 9 hospitals. This position is responsible for the logistics and operations of the Behavioral Health Assessment and Resource Center (BH ARC), ensuring timely triage and response to incoming consults, and facilitates efficient communication and resource allocation among clinical teams, inpatient units, emergency departments, and community partners. The Logistics and Operations Analyst serves as the key link between system-wide behavioral health teams and operational leadership to optimize access, continuity, and quality of behavioral health care. Strong candidates for this position will demonstrate robust problem-solving and critical thinking skills and the ability to work independently.

Operational Coordination & Resource DeploymentMonitor and manage the flow of behavioral health consults across the hospital system, ensuring timely assignment and response.Coordinate deployment of behavioral health clinicians and consultation services to match patient needs and system capacity.Track and prioritize consults based on clinical urgency, patient acuity, and resource availability.Collaborate with nursing, medical, and administrative leadership to assist in managing and load-balancing staffing and service delivery to align with system priorities.Behavioral Health Assessment and Resource Center (BH ARC) OversightProvide operational oversight for the BH ARC team.Monitor use of established protocols for triage, escalation, and communication with hospital units.Monitor operational metrics, call volume, and response times to maintain high-quality service standards.Develop and maintain workflows, scripts, and escalation procedures in collaboration with clinical leadership.Communication & CoordinationServe as the primary contact for behavioral health resource logistics across the system.Facilitate logistics huddles with hospital-based teams and centralized resources.Maintain real-time situational awareness of staffing, bed availability, and consult backlogs.Support incident management and rapid response for behavioral health-related crises.Data & Performance ManagementTrack key performance indicators (KPIs) related to consult turnaround, response times, and utilization patterns.Generate reports and dashboards to support operational decision-making and quality improvement initiatives.Identify workflow inefficiencies and collaborate on process improvement initiatives.Quality ManagementSupport onboarding and ongoing training of call center staff and related personnel as it relates to business processes.Ensure compliance with policies, procedures and Joint Commission regulations and readiness.Contribute to the development of policies and procedures that standardize behavioral health logistics across the system.Performs other duties as assignedComplies with all Wellstar Health System policies, standards of work, and code of conduct.

• Bachelors Health Administration or Bachelors Social Work or Bachelors Counseling or Bachelors Psychology or Bachelors Industrial Engineering or Bachelors Operations Management or Bachelors Business Administration/Management or Masters Health Administration-Preferred or Masters Industrial Engineering-Preferred or Masters Operations Management-Preferred or Masters Business Administration/Management-Preferred

All certifications are required upon hire unless otherwise stated.

Lean Six Sigma Green Belt or higher PreferredProject Management Professional (PMP) or Certified Associate in Project Management (CAPM) Preferred

Minimum 3 years healthcare operations, patient flow or logistics coordination, ideally in emergency department, behavioral health or care management settings Required andMinimum 1 year supervisory experience in a call center or healthcare setting Preferred andMinimum 1 year experience working within a large, multi-hospital health system Preferred

knowledge and expertise in patient flow Highability to engage in rigorous process analysis to identify waste; real-world experience with Lean process implementation Highunderstanding of data and ability to analyze trends Highstrong understanding of behavioral health service delivery models and clinical workflows Highexcellent organization and multitasking skills, with the ability to manage competing priorities in a fast-paced environment Highexceptional communication and interpersonal skills, with the ability to collaborate across disciplines and leadership levels Highproficiency in hospital information systems, call management software, and data reporting tools Highdemonstrated problem-solving, decision-making, and conflict-resolution abilities Highcommitment to equity, patient-centered care, and continuous improvement High

Join us and discover the support to do more meaningful work—and enjoy a more rewarding life. Connect with the most integrated health system in Georgia, and start a future that gives you more.