Contact Center Senior Manager

About Serenity Lane

Serenity Lane is a nonprofit leader in addiction treatment, serving individuals and families across Oregon with evidence-based, compassionate care. We help people access treatment quickly, support them through recovery, and partner with our communities to create lasting change. If you believe in meaningful work, operational excellence, and leading teams that change lives—you'll thrive here.

Position Overview

We're seeking a skilled Contact Center Senior Manager to lead and evolve Serenity Lane's centralized Admissions & Contact Center. This role oversees the full admissions pipeline—from first inquiry through placement into residential or outpatient treatment.

You will strengthen existing systems, modernize workflows, build consistency, elevate the admissions experience, and expand capacity. You'll refine KPIs, implement best-practice workforce management, support staff development, and ensure accurate, compassionate, and efficient service to those seeking help.

Key Responsibilities

Lead & Evolve the Contact Center

• Lead the next stage of the Contact Center's development by strengthening structure, workflows, staffing, and performance expectations.
• Evolve existing systems (Salesforce CRM and CTM telephony) to increase efficiency, accuracy, and ease of use.
• Define and refine KPIs, dashboards, call-flow metrics, and quality-monitoring standards to drive continuous improvement.
• Build scalable workforce-management practices, including forecasting, scheduling, queue logic, and service-level targets.
• Expand and maintain a comprehensive Knowledge Base (scripts, SOPs, workflows, payer rules, job aids).
• Develop staffing models for intake, admissions, benefits verification, scheduling, follow-up, and specialty queues.
• Establish a coaching and QA framework to ensure consistent, high-quality interactions.
• Document and standardize all processes for the Contact Center and Admissions teams.

Contact Center & Admissions Operations

• Oversee daily operations: inbound/outbound calls, screenings, insurance verification (commercial & Medicaid), triage, and scheduling.
• Ensure accurate and rapid transitions into residential or outpatient programs based on capacity, payer requirements, and clinical guidance.
• Maintain and update SOPs for intake, call handling, documentation, referrals, and escalations.
• Support staff handling high-priority, crisis, or emotionally charged calls using trauma-informed communication practices.

Data, Reporting & Performance Management

• Build and maintain dashboards tracking:
• • Inquiry volume
• Answer/abandonment rates
• Speed-to-answer / handle time
• Conversion rates
• Admissions throughput and lead time
• Capacity/utilization
• Agent productivity and QA scores
• Conduct root-cause analysis and implement data-driven operational improvements.
• Ensure data integrity and governance across CRM, telephony, and EHR systems.
• Provide weekly and monthly reporting, trends, and recommendations to the Director of Business Development.

Cross-Functional Collaboration

• Partner with Business Development and Marketing to optimize access, improve conversion, and strengthen referral pathways.
• Work closely with Clinical, Utilization Review, and Finance teams to streamline payer verification and authorization workflows.
• Coordinate with residential and outpatient programs on real-time capacity, scheduling, and handoffs.
• Support organizational growth, new programs, payer-contract updates, and strategic initiatives.

Required Qualifications

• 5 years in call-center operations, admissions, patient access, or healthcare contact-center leadership (SUD/behavioral health preferred).
• 2 years managing teams in a KPI-driven environment.
• Experience designing KPIs, staffing models, workforce-management practices, and performance dashboards.
• Strong understanding of SUD levels of care, admissions workflows, insurance verification, and Medicaid/managed-care processes.
• Demonstrated ability to coach, develop, and scale teams.
• Excellent communication, customer-service, and crisis-management skills.
• Proficiency with Excel/Sheets for analytics and forecasting.

Preferred Qualifications

• Bachelor's degree in healthcare administration, behavioral health, business administration, or related field.
• Experience leading operational redesign or scale-up initiatives.
• Salesforce CRM experience for admissions, referral management, and reporting.
• Experience with CTM or similar call-center telephony platforms (Five9, Talkdesk, RingCentral).
• Familiarity with data governance and system integration across CRM, telephony, and EHR.
• Training in motivational interviewing, trauma-informed engagement, or crisis communication.

What Success Looks Like

• A strengthened and well-structured Contact Center with clear processes, strong coaching, and consistent performance.
  Faster response times and improved conversion rates from inquiry assessment- admission.
• Reliable, accurate reporting that supports capacity planning and business development.
• Seamless partnerships across admissions, clinical teams, and business development.
• A Knowledge Base and SOP library that improves accuracy and reduces errors.
• A scalable, resilient operational model that grows with the organization.

Benefits

Serenity Lane offers a competitive and comprehensive benefits package for full-time employees, including:

• Medical, Dental & Vision: Three Kaiser medical plans, Guardian or Willamette Dental, and Guardian Vision — with Serenity Lane covering 90% of the dependent/family medical premium cost .
• Lower Effective Deductibles with MERP:
• • Kaiser $4,000 HMO employees pay only the first $1,500 (MERP covers the next $2,500).
• Kaiser $5,000 PPO employees pay only the first $2,000 (MERP covers the next $3,000).
  
  Up to $5,000–$6,000 per family reimbursed annually, plus $500 per person for mental health, chiropractic, and acupuncture services .
• HSA Contributions: Up to $1,200/year for employees enrolled in the HDHP.
• FSA Options: Healthcare and Dependent Care FSAs available.
• Employer-Paid Life & Disability: Free life insurance (1× or 2× salary) and long-term disability coverage.
• Voluntary Plans: Accident, hospital indemnity, critical illness, and additional life insurance.
• Employee Assistance Program: Free, confidential counseling for employees and household members.