Call Center Manager

Serenity Health Care; Farmers Branch (TX); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive pay based on experience

90% coverage for medical, dental &

90% coverage for medical, dental &

401(k)

10 PTO days + 10 holidays

Employee Referral Program

Professional development opportunities

Opportunity for advancement

Job summary

Serenity Healthcare in Las Colinas, TX is seeking an experienced Call Center Manager to lead a 100+ patient-support team, delivering top-tier service and guiding daily operations. You will coach staff, improve call center metrics, and use data-driven strategies to enhance performance while ensuring HIPAA compliance and seamless coordination with clinical teams.

Competitive pay and a strong benefits package are offered.

Qualifications

• 7+ years of call center management experience, healthcare setting strongly preferred.
• Solid working knowledge of Workforce Management systems and practices.
• Excellence in developing and motivating customer service teams.
• Data-driven approach to performance management and process improvement.
• Track record of improving customer satisfaction metrics and team performance.
• Crisis management experience and ability to handle sensitive situations.
• Experience with healthcare scheduling systems and EMR platforms a plus.
• Strong understanding of HIPAA regulations and healthcare compliance requirements.

Responsibilities

• Supervise and coach call center team to deliver top-tier patient service.
• Improve call center metrics while ensuring quality patient interactions.
• Monitor and analyze call center performance data to drive continuous improvement.
• Create and maintain standard operating procedures for patient communication.
• Lead training initiatives on healthcare regulations and company policies.
• Collaborate with clinical teams to ensure seamless patient care coordination.
• Manage schedules to ensure coverage across all time zones.
• Handle escalated patient concerns with empathy and resolution focus.
• Ensure HIPAA compliance and patient confidentiality in all interactions.

Skills

Call center management

Workforce management

Leadership

Data-driven decisions

Healthcare compliance

Tools

EMR platforms

Scheduling systems

Job description

Want to Make a Difference for Others as a Leader in Healthcare? Welcome to Serenity.

If you’ve ever thought about a career in healthcare but didn’t know where to start — this is your sign. Serenity Healthcare is redefining what mental wellness looks and feels like.

No Healthcare Experience? We’ve Got You.

We’re not hiring for medical know-how — we’re hiring leaders. If you can motivate a team, hit goals, and keep things running smoothly, you’ll thrive here. Bring your people skills and drive — we’ll teach you the rest.

The Role: Call Center Manager | Las Colinas, TX

As Call Center Manager, you’ll lead Serenity’s patient support team of 100+ reps. You'll provide daily guidance, boost team performance, and streamline operations using practical strategy and data-driven decisions.

What You’ll Be Doing:

• Supervise and coach call center team to deliver top-tier patient service

• Improve call center metrics while ensuring quality patient interactions

• Monitor and analyze call center performance data to drive continuous improvement

• Create and maintain standard operating procedures for patient communication

• Lead training initiatives on healthcare regulations and company policies

• Collaborate with clinical teams to ensure seamless patient care coordination

• Manage schedules to ensure coverage across all time zones

• Handle escalated patient concerns with empathy and resolution focus

• Ensure HIPAA compliance and patient confidentiality in all interactions

What You Need:

• 7+ years of call center management experience, healthcare setting strongly preferred

• Solid working knowledge of Workforce Management systems and practices

• Excellence in developing and motivating customer service teams

• Data-driven approach to performance management and process improvement

• Track record of improving customer satisfaction metrics and team performance

• Crisis management experience and ability to handle sensitive situations

• Experience with healthcare scheduling systems and EMR platforms a plus

• Strong understanding of HIPAA regulations and healthcare compliance requirements

Why You’ll Love Working at Serenity:

• Competitive pay based on experience

• Luxe-level benefits: We cover 90% of medical, dental & vision

• 401(k) – because your future deserves self-care too

• 10 PTO days (15 days after first year) + 10 paid holidays to rest, reset, and recharge

• Employee Referral Program

• Opportunity for advancement and professional development

Who We Are:

Using advanced medical devices recently released to market, Serenity Healthcare gives our patients long-term success even when other treatments have failed. With evidence-based research and proven results to support us, we help patients take back their lives with a revolutionary technological approach to healthcare.

Serenity Healthcare is an equal opportunity employer – if you’re qualified, you’re welcome here.This position is contingent on successfully completing a criminal background check and drug screen upon hire.