Call Center Representative

About This Role

This role is for a Call Center Representative focused on customer support, working within a fast-paced, results-focused patient access team. You will connect with people, understand their needs, and guide meaningful conversations to help them schedule appointments for mental health treatment. This position suits someone curious, motivated, coachable, comfortable connecting with people, and who enjoys working toward clear goals.

Responsibilities

• 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

Requirements

• 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

Nice to have:

• Experience from hospitality and restaurants, retail and wireless, fitness and membership-based businesses, admissions and enrollment, customer retention, call centers, high-touch customer service, appointment setting, or other fast-paced, goal-oriented environments