Team Lead, Patient Scheduling

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 anticipation of the daylight saving time change on November 1, 2026.

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

• Review live and recorded calls for adherence to scripts, tone, and accuracy in data entry.

• Evaluate calls using a specified QA rubric and provide coaching as needed.

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

• Act as the primary contact for calls that fall outside the approved script.

• Manage escalations in accordance with the client’s procedures and ensure proper documentation.

• Uphold HIPAA handling protocols and identify any potential compliance issues.

• Supervise daily operations of the account and agents.

• Maintain the client relationship and oversee team performance.

• Serve as the main liaison between the calling team and the client’s account representative.

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

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

• Refrain from providing medical, clinical, or insurance advice; ensure all out-of-scope calls are escalated appropriately.

⛳️ Requirements

• Minimum of one year experience in a supervisory, team lead, or QA position within a contact center.

• Ideally, experience in outbound calling or appointment setting.

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

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

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

• Capability to make real-time judgment calls on escalations while adhering to compliance standards.

• Availability for the entire campaign duration during the client’s shift hours, without planned absences.

• Willingness to undergo HIPAA privacy and security training as well as a background check prior to starting.

• Minimum internet speed of 50 Mbps for both upload and download.

• Confirmed backup internet connection; mobile phone hotspots are not acceptable.

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

• A quiet, professional workspace that is free from noise and interruptions.

• A noise-canceling headset is necessary.

• A reliable computer capable of running software systems alongside a softphone.

• Must operate on Windows 11 or the latest Apple OS/update.

• Strongly preferred: experience with cloud EHR systems such as athenahealth or cloud phone platforms like Dialpad.

• Strongly preferred: experience in Medicare wellness visits or preventive-care outreach.

• Strongly preferred: experience in developing QA rubrics or coaching plans.

🏝️ Benefits

• Competitive hourly wage.

• Timely payments, consistently.

• Payments processed through Wise.

• Comprehensive client training provided.

• Dedicated Account Manager assigned as your point of contact.

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

• Exposure to various modern SaaS platforms.

• Opportunities for increased responsibilities as the company expands.

• Recognition for tenure among long-term team members.

• Clear paths for escalation.

• Stable, long-term account placements (as opposed to gig-style work).

• 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.