Medical Customer Service Team Leader

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Player-Coach — Calling & Scheduling: Initiate outbound calls to patients for the purpose of appointment scheduling, recall outreach, and filling scheduling gaps across both practice locations.

• Directly manage provider schedules in Athena Health — including booking, confirming, and overseeing appointments to optimize schedule utilization.

• Set the benchmark for call quality, patient communication, and scheduling accuracy that you expect from your team.

• Step in to handle call volume when team capacity is stretched — your participation is a daily expectation, not just an occasional act.

• Team Leadership & Efficiency: Guide, support, and inspire a remote call center team responsible for patient scheduling and appointment management across two locations in Texas.

• Foster a culture where the team feels supported, valued, and clear on expectations — team satisfaction and retention are integral to your success metrics.

• Recognize inefficiencies in existing call center workflows and implement actionable improvements that enhance schedule fill rates and minimize patient wait times.

• Develop and sustain clear processes, scripts, and workflows that enable the team to perform with consistency and confidence.

• Monitor team performance in relation to scheduling targets and KPIs — addressing any gaps swiftly and constructively.

• Scheduling Operations: Supervise the daily scheduling operations for both practice locations — ensuring provider schedules are fully booked, resolving conflicts, and optimizing patient access.

• Track schedule utilization and proactively identify and fill gaps before they escalate into issues.

• Coordinate patient scheduling workflows, including new patient intake, follow-up appointments, testing scheduling, and recalls.

• Ensure that all scheduling activities are documented accurately and comprehensively in Athena Health.

• Timely communicate scheduling updates, coverage needs, and operational issues to practice management.

• Coaching & Development: Conduct regular one-on-ones and team check-ins to offer feedback, coaching, and recognition.

• Identify team member strengths and areas for development, tailoring coaching to meet their needs.

• Onboard new call center team members, ensuring they are trained, confident, and supported from day one.

• Create an environment where team members feel at ease asking for help and raising concerns — and where those concerns are genuinely addressed.

• Celebrate achievements — both individually and as a team — and cultivate a culture that encourages retention.

• Reporting & Communication: Monitor and report on key call center metrics, including call volume, schedule fill rate, new patient conversion, and team productivity.

• Provide practice management with regular performance updates, including clear insights and recommendations.

• Communicate proactively regarding any scheduling challenges, staffing gaps, or workflow issues — ensuring no surprises.

• Act as the primary point of escalation for complex patient scheduling issues needing leadership-level resolution.

⛳️ Requirements

• A minimum of 2 years of experience in a medical call center, patient scheduling, or patient access role — experience in sleep medicine, pulmonology, or specialty practices is highly advantageous.

• Previous experience in a team lead, supervisor, or senior call center position.

• Demonstrated ability to serve as a player-coach — comfortable leading a team while managing personal call and scheduling responsibilities simultaneously.

• Strong verbal communication skills and a confident, warm, professional presence on the phone.

• Proven track record of meeting or exceeding scheduling targets and driving schedule utilization.

• Highly organized and detail-oriented, capable of managing multiple schedules, priorities, and team members in a dynamic remote environment.

• Self-motivated and dependable — able to perform at a high level without daily supervision.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional growth and development.

• Flexible work environment with remote options available.