Call Center Manager

Serenity Mental Health Centers; Farmers Branch (TX); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401(k) match

PTO & Holidays

Employee Referral Program

Job summary

Serenity Healthcare in Las Colinas, TX, is seeking a Call Center Manager to lead a patient support team of 100+ representatives. You will provide daily guidance, boost performance, and streamline operations using practical strategies and data-driven decisions.

In this role you will supervise and coach the team, improve metrics, and collaborate with clinical staff to ensure seamless patient care while maintaining HIPAA compliance and excellent service standards.

Qualifications

• 7+ years of call center management experience, healthcare setting preferred.
• Strong knowledge of Workforce Management systems and practices.
• Proven ability to motivate and develop customer service teams.
• Data-driven approach to performance management and process improvement.
• Experience with HIPAA regulations and healthcare compliance.

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 improvements.
• Create and maintain SOPs for patient communication.
• Lead training on healthcare regulations and company policies.
• Collaborate with clinical teams to ensure seamless patient care.
• Manage schedules to ensure coverage across all time zones.
• Handle escalated patient concerns with empathy and resolution focus.
• Ensure HIPAA compliance and patient confidentiality.

Skills

Call center management

Healthcare experience

Data-driven management

Team coaching

HIPAA knowledge

Tools

WFM software

EMR 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.