Healthcare Call Center Leader – Patient Experience

Serenity Healthcare; Atlanta (GA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Top-tier benefits

401k

PTO and holidays

Discounted care access

Job summary

Serenity Healthcare seeks a Call Center Manager in an onsite role based in Atlanta, GA (also Dallas/Fort Worth). Lead a large patient support team, drive patient experience, and ensure HIPAA-compliant care coordination with clinical partners.

Reporting to the Director of Patient Experience, you will mentor over 100 representatives and optimize operational metrics. The ideal candidate has 7+ years in healthcare call center management, a strong track record of performance improvement, and hands-on

Qualifications

• 7+ years of call center management experience, healthcare setting preferred.
• Strong track record of improving patient experience metrics and team performance.
• Experience with scheduling systems and EMR platforms in healthcare.
• Solid understanding of HIPAA and healthcare compliance requirements.
• Proven ability to develop and motivate patient-facing teams.
• Data-driven approach to performance management and process improvement.
• Crisis management experience with sensitive situations.
• Knowledge of patient care journey in outpatient settings.

Responsibilities

• Daily supervision and coaching of the call center team to ensure exceptional patient experience.
• Develop and implement strategies to optimize call center metrics while maintaining high-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 to keep the team updated on healthcare regulations and company policies.
• Collaborate with clinical teams to ensure seamless patient care coordination.
• Manage scheduling and staffing to maintain appropriate 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

Healthcare experience

HIPAA compliance

Performance analytics

Staffing and scheduling

EMR systems

Coaching and training

Customer service excellence

Job description

Serenity Healthcare seeks a Call Center Manager in an onsite role based in Atlanta, GA (also Dallas/Fort Worth). Lead a large patient support team, drive patient experience, and ensure HIPAA-compliant care coordination with clinical partners.

Reporting to the Director of Patient Experience, you will mentor over 100 representatives and optimize operational metrics. The ideal candidate has 7+ years in healthcare call center management, a strong track record of performance improvement, and hands-on