Call Center Manager Job at Serenity Mental Health Centers, Fort Worth, TX

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  • Serenity Mental Health Centers
  • Fort Worth, TX

Job Description

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. 

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.   

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