Call Center Manager

Call Center Manager | Fort Worth, TX

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.

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

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.