Call Center Representative

Call Center Representative - Customer Support

Employment Type:

Full-Time (Part-Time available after training) Compensation:
Starting at $16.50/hour, with growth up to $19.50/hour within 6 months Overview

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.

• 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

• 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.

• 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 approachesli>
• 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…