Call Center Manager

<h3>Want to Make a Difference for Others as a Leader in Healthcare? Welcome to Serenity. &nbsp;</h3><p>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. &nbsp;</p><p></p><h3><strong>No Healthcare Experience?

We’ve Got You.&nbsp;</strong></h3><p>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.&nbsp;</p><p></p><h3><strong>The Role:&nbsp; Call Center Manager | Las Colinas, TX</strong></h3><p>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.&nbsp;</p><p></p><h3><strong>What You’ll Be Doing:&nbsp;</strong></h3><ul><li>Supervise and coach call center team to deliver top-tier patient service&nbsp;</li></ul><ul><li>Improve call center metrics while ensuring quality patient interactions&nbsp;</li></ul><ul><li>Monitor and analyze call center performance data to drive continuous improvement&nbsp;</li></ul><ul><li>Create and maintain standard operating procedures for patient communication&nbsp;</li></ul><ul><li>Lead training initiatives on healthcare regulations and company policies&nbsp;</li></ul><ul><li>Collaborate with clinical teams to ensure seamless patient care coordination&nbsp;</li></ul><ul><li>Manage schedules to ensure coverage across all time zones&nbsp;</li></ul><ul><li>Handle escalated patient concerns with empathy and resolution focus&nbsp;</li></ul><ul><li>Ensure HIPAA compliance and patient confidentiality in all interactions&nbsp;</li></ul><p></p><h3><strong>What You Need:&nbsp;</strong></h3><ul><li>7+ years of call center management experience, healthcare setting strongly preferred&nbsp;</li></ul><ul><li>Solid working knowledge of Workforce Management systems and practices&nbsp;</li></ul><ul><li>Excellence in developing and motivating customer service teams&nbsp;</li></ul><ul><li>Data-driven approach to performance management and process improvement&nbsp;</li></ul><ul><li>Track&nbsp; record of improving customer satisfaction metrics and team performance&nbsp;</li></ul><ul><li>Crisis management experience and ability to handle sensitive situations&nbsp;</li></ul><ul><li>Experience with healthcare scheduling systems and EMR platforms a plus&nbsp;</li></ul><ul><li>Strong understanding of HIPAA regulations and healthcare compliance requirements&nbsp;</li></ul><p></p><h3><strong>Why You’ll Love Working at Serenity:&nbsp;</strong></h3><ul><li>Competitive pay based on experience&nbsp;</li></ul><ul><li>Luxe-level

benefits: We cover 90% of medical, dental &amp; vision &nbsp;</li></ul><ul><li>401(k) – because your future deserves self-care too &nbsp;</li></ul><ul><li>10 PTO days (15 days after first year) + 10 paid holidays to rest, reset, and recharge &nbsp;</li></ul><ul><li>Employee Referral Program&nbsp;</li></ul><ul><li>Opportunity for advancement and professional development&nbsp;</li></ul><p></p><h3><strong>Who We Are: &nbsp;</strong></h3><p>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. &nbsp;</p><p>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. &nbsp;</p>