What are the responsibilities and job description for the Contact Center Sr. Manager - Admissions position at Serenity Lane?
We’re hiring a Contact Center Senior Manager at Serenity Lane (Coburg, OR / Remote-Hybrid)!
Serenity Lane is a nonprofit addiction treatment organization serving individuals and families across Oregon. We’re looking for a full-time, exempt Contact Center Senior Manager to lead and evolve our centralized Admissions & Contact Center—supporting people from their first call for help through placement into residential or outpatient treatment.
Salary range: $90,000–$110,000 annually (DOE).
This leader will:
- Oversee admissions and contact center operations including inbound/outbound calls, screenings, insurance verification, triage, and scheduling
- Strengthen workflows and optimize Salesforce CTM to improve speed-to-answer, accuracy, and patient experience
- Build/refine KPIs, dashboards, and workforce-management practices
- Develop a scalable Knowledge Base (scripts, SOPs, payer rules, workflows)
- Coach and support a high-performing team using trauma-informed communication
- Partner with Clinical, Business Development, UR, Finance, and Marketing to streamline access and support organizational growth
Serenity Lane offers a strong benefits package, including medical, dental, vision, MERP-supported lower deductibles, employer HSA contributions, employer-paid life and LTD, voluntary coverages, an EAP, and 90% employer coverage of dependent/family medical premiums.
If you or someone you know has healthcare contact center leadership experience—and wants meaningful, mission-driven work—please share or apply here:
👉 https://secure7.saashr.com/ta/6168568.careers?CareersSearch=&lang=en-US
Salary : $90,000 - $110,000