
Call Center Lead - INTERNAL ONLY
PLEASE NOTE BEFORE APPLYING: This is a position for internal employees local to the Houston, Texas market as it requires in person presence in the call center
At SOL Mental Health, we're not just building another clinical practice—we're redefining what’s possible in mental healthcare, and that starts with exceptional people like you. As an early-phase organization with ambitious goals, we offer something rare: the chance to truly own your function and make a lasting impact on an industry that desperately needs innovation.
Your Contributions Matter Here
We understand that exceptional mental healthcare requires more than just talented clinicians. It demands a foundation of operational excellence, innovative thinking, and robust support systems—areas where your expertise becomes invaluable.
At SOL, you'll find:
- True ownership opportunities in a growing organization where your ideas can become organizational standards
- Direct access to passionate executive leadership committed to building both an exceptional service and an exceptional workplace
- Career development pathways that evolve as we grow, with opportunities emerging faster than in established organizations
- Cross-functional collaboration that exposes you to multiple aspects of healthcare innovation and practice management
Why Building Something New Matters
Building a leading mental health practice is challenging—we don't pretend otherwise. But when passionate professionals unite under a common mission, exceptional things happen. Your contributions at SOL won't disappear into the machinery of a large organization; they'll visibly shape our practices, culture, and success.
We are seeking a motivated and empathetic Call Center Team Lead to support the day-to-day operations of our Patient Access team. This role will play a key part in ensuring our call center agents are equipped, supported, and empowered to deliver timely and compassionate service to prospective and existing patients. The ideal candidate will lead by example, foster a strong team culture, and help drive performance excellence across the team.
Key Responsibilities:
- Support and coach a team of call center agents handling inbound and outbound calls related to appointment scheduling, patient inquiries, and service navigation
- Provide real-time guidance, quality monitoring, and feedback to ensure a patient-first, solution-oriented approach
- Collaborate with the Call Center Manager to meet performance goals and implement process improvements
- Assist with onboarding and training of new team members, ensuring they are set up for success
- Monitor daily call center operations, escalating issues and trends to leadership as needed
- Maintain a strong understanding of our services, workflows, and systems to provide frontline support
- Promote a culture of empathy, responsiveness, and continuous improvement among team members
- Ensure compliance with HIPAA and other regulatory standards in all patient interactions
Qualifications:
- 1-2+ years of experience in a call center or patient access environment, ideally within a healthcare or mental health setting
- Demonstrated ability to support or lead high-performing teams in a fast-paced, customer-facing role
- Strong interpersonal, communication, and problem-solving skills
- Experience with scheduling tools, EMRs, CRM platforms, and/or call center software
- Ability to remain calm and solutions-focused under pressure
- Passion for helping people and commitment to SOL Mental Health’s mission and values
We do things differently at SOL. Our values guide everything we do:
❤️ We lead with heart
💡 We look for good in others
💪 We strengthen each other
🏆 We strive for excellence
🚀 We break new ground
If you’re looking for a team that values your expertise, supports your growth, and empowers you to make an impact, we’d love to connect. Join us in shaping the future of mental health care.
At SOL Mental Health, we believe that diversity and inclusion are essential to fulfilling our mission. We are committed to creating a workplace where everyone feels valued, respected, and empowered to contribute. We actively seek candidates from diverse backgrounds and experiences, and we ensure equitable hiring practices throughout our recruitment process. SOL Mental Health is proud to be an equal opportunity employer and encourages applicants from all walks of life to apply.
Ready to lead the charge? Apply today and help us build a brighter future for mental health!
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