Call Center Leader - Patient Care & Performance

Serenity-Healthcare-1; Fort Worth (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive pay

Employer-paid medical, dental, vision

401(k) retirement plan

PTO and holidays

Employee referral bonuses

Career growth opportunities

Job summary

Serenity is a technology driven healthcare company providing innovative, evidence based treatment options for patients seeking better mental health outcomes. We are seeking a Call Center Supervisor to lead a Patient Access team on the floor, coaching for performance, handling escalations, and driving accountability through data and daily execution.

The role emphasizes hands-on leadership, coaching, and improving conversion, productivity, quality, and patient experience while ensuring schedule

Qualifications

• At least 1 year of leadership or supervisory experience in a call center, contact center, or high volume customer service environment.
• Experience managing performance against measurable KPIs (conversion %, productivity, quality, attendance).
• Strong coaching skills; ability to connect behaviors to measurable outcomes.
• Experience using dashboards and performance data to identify trends and coach.
• Experience providing real-time coaching and direction to improve call quality and outcomes.

Responsibilities

• Lead day-to-day performance of a team of Patient Care Coordinators.
• Monitor metrics: conversion %, productivity, quality, schedule adherence, attendance, patient experience.
• Coach through one-on-ones, live call observations, reviews, and documented conversations.
• Use trends and QA results to identify coaching opportunities and gaps.
• Provide real-time coaching to strengthen call quality, confidence, efficiency, and outcomes.
• Set clear performance expectations and communicate progress against goals.
• Develop targeted development plans and follow through until progress is shown.
• Maintain documentation of coaching, attendance, and performance.

Skills

Leadership

Call center experience

Coaching

Performance data

Scheduling & staffing

Communication

Job description

Serenity is a technology driven healthcare company providing innovative, evidence based treatment options for patients seeking better mental health outcomes. We are seeking a Call Center Supervisor to lead a Patient Access team on the floor, coaching for performance, handling escalations, and driving accountability through data and daily execution.

The role emphasizes hands-on leadership, coaching, and improving conversion, productivity, quality, and patient experience while ensuring schedule