What are the responsibilities and job description for the Call Center Manager position at Serenity Mental Health Centers?
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 | Fort Worth, TXAs 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
- 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.