# Call Center Manager

> Serenity Mental Health Centers · Fort Worth, United States · — · Posted 2026-03-09

**Workplace:** on_site

**Department:** Patient Care

## 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.

## Apply

[Apply at Serenity Mental Health Centers](https://apply.workable.com/serenity-mental-health-centers/j/0C6E973478/apply)

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