Patient Care Call Center Manager | Data-Driven Leader

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

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.