Job Description

Call Center Representative – Customer Support

Join a fast-paced, results-focused patient access team where your ability to connect with people, understand their needs, and guide meaningful conversations can make a measurable difference.

You'll speak with people who have already expressed interest in Serenity and are looking for help. Your role is to listen, understand what brought them to us, answer questions, work through concerns, and help them feel comfortable taking the next step by scheduling an appointment.

This is more than answering phones and booking appointments. Every conversation is an opportunity to understand someone's needs, remove barriers, and help them move forward.

You'll work within proven conversation frameworks and processes while learning how to adapt your approach to the individual on the other end of the phone.

If you're curious, motivated, coachable, comfortable connecting with people, and enjoy working toward clear goals, you may be a great fit.

No industry-specific experience required. We provide paid training, ongoing coaching, and the tools you'll need to succeed.

What You'll Do

• Handle a high volume of inbound calls from prospective and existing patients who have already expressed interest in Serenity.
• Build trust through active listening, thoughtful questions, and a genuine effort to understand each person's needs.
• Turn inbound interest into scheduled appointments by helping callers understand their options and determine the right next step.
• Navigate questions, hesitation, and concerns by identifying barriers and working with callers to find appropriate solutions.
• Educate callers about Serenity's services, available options, and what they can expect from their experience.
• Use proven conversation frameworks and workflows while adapting naturally to each individual and situation.
• Help callers understand the value of moving forward with care when Serenity is a good fit for their needs and overcome any objections they may have.
• Take ownership of each interaction and help create a smooth experience from the initial conversation through scheduling.
• Accurately document conversations and patient information in our CRM and scheduling systems.
• Review your performance, apply coaching, and continuously develop your communication and patient engagement skills.

What This Role Feels Like

• Fast-paced and engaging. You'll have conversations throughout the day with people from different backgrounds, personalities, and situations.
• Goal-oriented. You'll have clear expectations and be able to see how your individual contributions support patients and the team's overall success.
• Highly supported. You'll receive regular coaching, feedback, and opportunities to develop new skills.
• Structured without being scripted. We provide proven frameworks and processes, but meaningful conversations require listening, curiosity, and adaptability.
• Purposeful. The outcome isn't simply an appointment on a calendar. You're helping someone take an important step toward getting the care they need.

What We're Looking For

• High school diploma or GED.
• Strong communicator who enjoys connecting with people and building rapport.
• Naturally curious and willing to ask thoughtful questions to better understand someone's situation.
• Comfortable guiding conversations and helping people evaluate their options.
• Motivated by clear goals and opportunities to improve.
• Open to coaching, feedback, and learning new approaches.
• Able to remain engaged and solution-focused when conversations are challenging or don't go as expected.
• Able to balance empathy, professionalism, and clear communication when working through concerns.
• Comfortable working on the phone throughout the day in a high-volume environment.
• Strong attention to detail and the ability to accurately document information while staying engaged in the conversation.
• Comfortable learning new technology, CRM platforms, and scheduling systems.

Backgrounds That Can Be a Great Fit

You don't need healthcare experience to succeed here. Great candidates can come from many environments where they've learned how to connect with people, understand needs, communicate value, work toward goals, and create positive experiences, including:

• Hospitality and restaurants
• Retail and wireless
• Fitness and membership-based businesses
• Admissions and enrollment
• Customer retention
• Call centers
• High-touch customer service
• Appointment setting
• Other fast-paced, goal-oriented environments

What matters most is your ability to connect with people, willingness to learn, curiosity, and commitment to getting better.

About You

You enjoy connecting with people, but more importantly, you're interested in understanding them.

You listen carefully and aren't afraid to ask another question when someone's first answer doesn't tell the whole story. When someone is uncertain, you want to understand why and help them explore their options.

You appreciate having clear goals and knowing how you're doing. You see feedback and coaching as opportunities to develop your skills.

You can follow a proven process without making a conversation feel scripted, and you understand that the best interactions feel natural, personal, and focused on helping someone make an informed decision.

Most importantly, you take ownership of the experience. You don't simply complete interactions. You help people move forward.

Training & Schedule

• Paid training required: 4 consecutive weeks, 40 hours per week
• After training, flexible scheduling with full-time or part-time options available
• Ongoing coaching and development designed to strengthen your communication, problem-solving, and patient engagement skills

Compensation & Benefits

• Starting at $16.50/hour with growth up to $19.50/hour within 6 months
• $1.00/hour bilingual differential (Spanish/English)
• Health, dental, and vision coverage (majority employer-paid)
• 401(k) retirement plan
• Paid time off: 10 days to start, increasing to 15 after the first year, plus 10 paid holidays
• Flexible scheduling options
• Opportunities to develop new skills and grow into leadership and other roles within Serenity

About Serenity

Serenity is a leading healthcare company focused on helping people access innovative mental health treatment.

Our Patient Access team is often the first meaningful conversation someone has with Serenity. That makes this role critical.

You'll help people who have already reached out for help understand their options, work through barriers, and take the next step toward care when Serenity is right for them.

Serenity is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening.

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