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 | Las Colinas, 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.
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
What You Need:
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
Why You’ll Love Working at Serenity:
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.

Work arrangement
No