Team Lead – Patient Outreach Representative

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

📋 Description

• Develop and oversee staggered shift schedules within the client's calling hours from 8:00 a.m. to 9:00 p.m. Central Time.

• Modify rosters in preparation for the daylight saving time change on November 1, 2026.

• Address call-outs and coverage gaps to ensure daily dialing and booking objectives are met.

• Supervise live and recorded calls to ensure adherence to scripts, appropriate tone, and accurate data entry into the client's EHR and scheduling system.

• Evaluate calls using a defined QA rubric and provide coaching based on performance metrics.

• Monitor and report on team-level QA and productivity metrics to the client.

• Act as the first point of contact for calls that fall outside the approved script.

• Direct escalations to the appropriate practice, clinical line, or other resources as per client procedures, and ensure documentation is completed.

• Uphold HIPAA regulations and promptly report any suspected compliance violations.

• Manage daily operations of the account and agents, ensuring a solid client relationship and team performance.

• Serve as the primary liaison between the calling team and the client's account representative.

• Conduct daily huddles, coaching sessions, and performance evaluations.

• Facilitate onboarding for new callers regarding the script, systems, and compliance boundaries.

• Refrain from providing medical, clinical, or insurance advice; escalate all out-of-scope inquiries.

⛳️ Requirements

• A minimum of one year in a contact center supervisory, team lead, or QA role.

• Ideally, experience in outbound calling or appointment setting.

• Demonstrated experience in managing an account and leading a team of agents.

• Previous experience in U.S. healthcare settings, such as medical offices, patient access, scheduling, or medical answering services.

• Proficient in clear, neutral, and easily understandable spoken English.

• Capable of making real-time judgment calls on escalations while adhering to compliance standards.

• Availability throughout the full campaign duration within the client's shift window, with no planned absences.

• Commitment to complete HIPAA privacy and security training as well as a background check prior to commencement.

• Prior experience leading a team using a cloud EHR, such as athenahealth, or a cloud phone platform like Dialpad is strongly preferred.

• Experience with Medicare wellness visit or preventive-care outreach is highly preferred.

• Prior involvement in developing QA rubrics or coaching plans for a calling team is strongly preferred.

• Minimum internet speed of 50 Mbps for both upload and download; a wired connection is strongly preferred.

• A verified backup internet connection is necessary; mobile phone hotspots are not permissible.

• A dedicated wireless dongle or secondary ISP connection can serve as an acceptable backup.

• A backup power source, such as a UPS or generator, is required.

• A quiet and professional workspace suitable for voice communication is necessary.

• A noise-canceling headset is mandatory.

• A reliable computer capable of running software systems and a softphone simultaneously is essential.

• Windows 11 or the latest Apple OS/update is required.

🏝️ Benefits

• Competitive hourly wage.

• Timely payments, every time.

• Payments processed through Wise.

• Direct training provided by the client.

• Dedicated Account Manager as your primary contact.

• Stable, long-term placement with a growing U.S.-based organization.

• Opportunity to work with a diverse range of modern SaaS platforms.

• Potential for increased responsibilities as the company expands.

• Recognition for tenure among long-term team members.

• Clear escalation pathways available.

• Stability in long-term account placements (not gig-style work).

• A supportive team culture across all accounts.

• Potential for increased hours or additional accounts based on performance.

• Enhance your resume with verified, legitimate experience from a U.S. client.