Call Center Representative

About the Role

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 will speak with individuals who have expressed interest in Serenity and are looking for help. Your role involves listening, understanding their needs, answering questions, addressing concerns, and helping them feel comfortable taking the next step by scheduling an appointment.

Key Responsibilities

• Handle a high volume of inbound calls from prospective and existing patients.
• Build trust through active listening, thoughtful questions, and understanding individual needs.
• Turn inbound interest into scheduled appointments by helping callers understand their options.
• Navigate questions, hesitation, and concerns by identifying barriers and working with callers to find solutions.
• Educate callers about Serenity's services, available options, and what to expect.
• Use proven conversation frameworks and workflows while adapting to each individual.
• Help callers understand the value of moving forward with care and overcome objections.
• Take ownership of each interaction to create a smooth experience.
• Accurately document conversations and patient information in the CRM and scheduling systems.
• Review performance, apply coaching, and continuously develop communication and patient engagement skills.

Requirements & Tech Stack

• High school diploma or GED.
• Strong communicator who enjoys connecting with people and building rapport.
• Naturally curious and willing to ask thoughtful questions.
• 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 during challenging conversations.
• Able to balance empathy, professionalism, and clear communication.
• Comfortable working on the phone throughout the day in a high-volume environment.
• Strong attention to detail and ability to accurately document information.
• Comfortable learning new technology, CRM platforms, and scheduling systems.

Qualifications

No industry-specific experience is required. Backgrounds that can be a great fit include:

• 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

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.

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.