Mental health care is personal. Taking that first step towards asking for help is a hard one, and that first voice you hear can make all the difference.
That’s why the person who picks up the phone matters.
At Serenity Mental Health Centers, that voice belongs to the Patient Care Coordinators (PCCs), who are the lifeline behind every successful patient experience.
What Serenity PCCs Do
PCCs answer incoming calls, schedule appointments, take a patient’s history, and verify insurance coverage.
But most importantly, they are trained to speak to and support real people on their lowest days. And some calls are not easy.
PCCs are supported by call center supervisors and weekly coaching sessions. In addition to daily support, every PCC receives ongoing feedback and coaching through weekly one-on-one meetings. After a tough call, PCCs can step away, breathe, and receive immediate support from their supervisor.
Serenity uses technology tools that flag emotionally intense interactions, such as when a patient is in distress or using aggressive language. The call quality assurance team (QA) isn’t used to penalize, but to teach. Calls are reviewed to celebrate the positives and identify growth opportunities to help each team member feel confident and best equipped to support patients.
“Serenity leadership values our happiness, comfort, and satisfaction within our roles and career paths just as much as they want to help patients heal,” said Ahlona Gull Wiley, Patient Care Coordinator. “The support and recognition given to everyone on our team is something I feel every day working here.”
You don’t need prior healthcare experience to become a PCC, just compassion, curiosity, and a willingness to learn.
Career Paths Beyond the PCC Role
Whether you want to grow within the role or explore new departments like HR, payroll, or even clinical positions like TMS technician, there are multiple paths forward.
“Internal promotion for leadership is so important because we can’t hire every single role externally and still get the outcomes we’re trying to get,” said Tricia Pease, COO and co-founder of Serenity Mental Health Centers. “This is a place where you can find your path, and we’re going to help you find a fit that’s good for you.”
Serenity’s investment in employee development is clearly demonstrated in the journey of Nicolle Lopez.
Lopez started as a PCC, was quickly promoted to Patient Care Manager (PCM), and now serves as the Supervisor of the Patient Relations Support Team.
“Becoming a PCC was more than just a job, it was the start of a journey I’m truly grateful for. Serenity has given me the chance to grow in ways I never imagined. From patient intakes to face-to-face interactions and even handling escalated situations, each experience has shaped me,” said Lopez. “This journey has helped me grow not just professionally, but personally, too.”
Start with a Call. Stay for a Career.
Serenity’s PCCs don’t just answer phones, they support and truly make a difference. If you’re someone who thrives in meaningful work and wants to grow in a mission-driven environment, this is your chance to help save lives. Visit Serenity’s website to learn more.
