Call Center Manager

About the role

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.