On-Site Contact Center Leader & Patient Care Coach

Serenity Mental Health Centers; Provo (UT); On-site; USD 29,000 - 40,000; Full time

Benefits offered by this job

90% employer-paid medical, dental, and

vision insurance

401(k) retirement plan

10 PTO days to start

Paid holidays

Employee referral bonuses

Leadership development

Job summary

Serenity is seeking a Contact Center Team Lead in Provo, UT to coach Patient Care Coordinators on the floor, provide real-time feedback, reinforce best practices, and help drive exceptional patient experiences. This is a hands-on leadership role on-site with ongoing coaching and impressive patient care impact.

The position emphasizes coaching, escalations, onboarding, and performance improvement, with comprehensive training to develop leaders from within and a clear path to Supervisory roles.

Qualifications

• Experience leading and developing teams in call center, customer service, or healthcare ops.
• Strong communication, coaching, and mentoring with constructive feedback.
• Proven ability to identify performance trends using quality reviews and metrics.
• Aptitude for learning new technology and software systems.
• Ability to balance coaching, ops support, and escalations in a fast-paced setting.
• Positive attitude and desire to help teammates grow; healthcare experience not required with training.

Responsibilities

• Spend ~5 hours daily coaching call center reps on the floor with side-by-side shadowing and real-time feedback.
• Spend ~3 hours daily supporting team chat, handling escalations, and crisis situations.
• Provide on-site support; focus on local team with no remote coaching.
• Deliver frequent coaching to reps with recurring errors or opportunities.
• Conduct shadowing sessions with follow-up observations to reinforce learning.
• Monitor calls, review quality metrics, and provide actionable coaching.
• Assist with onboarding and training new Patient Care Coordinators.
• Partner with Supervisors to identify coaching priorities and development opportunities.

Skills

Leadership

Coaching

Communication

Quality metrics

Training

Healthcare ops

Tools

CRM software

Call center software

Job description

Serenity is seeking a Contact Center Team Lead in Provo, UT to coach Patient Care Coordinators on the floor, provide real-time feedback, reinforce best practices, and help drive exceptional patient experiences. This is a hands-on leadership role on-site with ongoing coaching and impressive patient care impact.

The position emphasizes coaching, escalations, onboarding, and performance improvement, with comprehensive training to develop leaders from within and a clear path to Supervisory roles.