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.   

No Healthcare Experience? We’ve Got You. 

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. 

The Role: Call Center Manager | Las Colinas, TX

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 

Who We Are:  

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.