Call Center Manager (Healthcare)

Serenity Healthcare, a national leader in healing depression through state-of-the-art technology and exceptional patient care, is seeking a Call Center Manager to join our rapidly growing team. This role will report to the Director of Patient Experience and directly manage Serenity's patient support team – currently at over 100 representatives. We need someone skilled at leading customer service excellence and passionate about providing compassionate support to patients seeking mental health treatment. We are fighting one of our country's most critical and stubborn issues across 8 states and 30 clinics and providing better outcomes than anyone else. We need great people to make it happen.

Onsite Position – Atlanta, Dallas/ Fort Worth only*

Responsibilities

• Daily supervision and coaching of the call center team to ensure exceptional patient experience
• Develop and implement strategies to optimize call center metrics while maintaining high-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 to keep the team updated on healthcare regulations and company policies
• Collaborate with clinical teams to ensure seamless patient care coordination
• Manage scheduling and staffing to maintain appropriate coverage across all time zones
• Handle escalated patient concerns with empathy and resolution focus
• Ensure HIPAA compliance and patient confidentiality in all interactions

Qualifications

• 7 years of call center management experience, healthcare setting strongly preferred
• Proven track record of improving customer satisfaction metrics and team performance
• Experience with healthcare scheduling systems and EMR platforms
• Strong understanding of HIPAA regulations and healthcare compliance requirements
• Excellence in developing and motivating customer service teams
• Data-driven approach to performance management and process improvement
• Crisis management experience and ability to handle sensitive situations
• Healthcare industry knowledge and understanding of patient care journey

What We Offer

• Chance to make a real difference in the world while winning financially
• No shortage of opportunities within the company - vertically or horizontally
• Top-tier benefits, like 90% premium coverage for you and dependents across Medical, Dental, and Vision
• Company paid life insurance 2x your salary, company paid STD/LTD, 401k, PTO, 10 Holidays, etc.
• Chance to help your family and friends heal with discounted access to the care we offer

Who We Are

At Serenity, we believe people should live their best lives, and mental health is a substantial segment of total well-being. We run high-end outpatient psychiatry clinics that offer both traditional and cutting-edge treatments to help heal depression, anxiety, PTSD, OCD, and ADHD.

We bring the same passion we have for improving our patient’s lives to providing a work experience that will help you do your best work, enjoy the time you invest at work, and succeed in life outside of work. We take our people and culture seriously and make it a priority to invest in both.

Serenity is an equal opportunity employer. This position is contingent on successfully completing a criminal background check upon hire.