Call Center Manager

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

Benefits offered by this job

Health benefits: 90% coverage

401(k) plan

Paid time off: 10 days; 15 days after

10 paid holidays

Employee referral program

Professional development opportunities

Job summary

Serenity Healthcare in Las Colinas, TX is hiring a Call Center Manager to lead a 100+ person patient support team. You will guide daily operations, drive performance, and implement data-driven strategies to improve service metrics and patient outcomes.

The role emphasizes HIPAA compliance, cross-functional collaboration with clinical teams, and training initiatives to align with healthcare regulations. Competitive pay and strong benefits are offered.

Qualifications

• 7+ years of call center management experience, healthcare setting strongly preferred.
• Strong leadership to coach and motivate a large patient support team.
• Data-driven approach to performance management and process improvement.
• Experience with HIPAA and healthcare compliance requirements.
• Familiarity with scheduling systems and EMR platforms is a plus.

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

People leadership

Data-driven performance management

Crisis management

Healthcare compliance

Tools

Workforce Management systems

EMR platforms

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.