Call Center Manager

Job Description

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.  

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.

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.

• 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

• 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

• 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

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.