Call Center Manager

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 | Fort Worth, 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.

• 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?

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.