Call Center Manager

Job overview

The Call Center Manager role is onsite in Dallas, TX. Compensation is not specified; the posting describes pay as competitive based on experience. The manager leads Serenity’s patient support team of more than 100 representatives. The role improves patient service and call center performance through coaching, data-driven management, training, and operational processes. It also coordinates with clinical teams to support patient care and ensures patient confidentiality and HIPAA compliance.

What you'll do

• Supervise and coach the call center team
• improve performance metrics while maintaining quality patient interactions
• analyze performance data
• create and maintain patient communication procedures
• lead training on healthcare regulations and company policies
• collaborate with clinical teams
• manage schedules for coverage across time zones
• resolve escalated patient concerns
• ensure HIPAA compliance and confidentiality.

What we're looking for

Skills & competencies

call center manager

serenity mental health centers

dallas tx

patient support

call center leadership

team coaching

performance metrics

patient service

healthcare operations

hipaa compliance

workforce management

100+ representatives

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, and vision coverage with 90% covered
• 401(k)
• 10 PTO days, increasing to 15 after the first year
• 10 paid holidays
• employee referral program
• advancement and professional development.

Why this role

Healthcare experience is not required; seven or more years of call center management experience is required, with healthcare experience strongly preferred.

About the employer

Serenity Mental Health Centers is hiring for this role. Industry: Outpatient Mental Health and Substance Abuse Centers. Sector: 62.