Team Leader – Appointment Scheduling Operations

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

📋 Description

• Oversee, mentor, and nurture a team of 10-20 Appointment Scheduling Specialists.

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

• Track real-time performance and offer immediate assistance as needed.

• Manage attendance, adherence to schedules, and employee engagement initiatives.

• Develop action plans for employees who are underperforming.

• Ensure that daily, weekly, and monthly scheduling objectives are met.

• Propel performance in appointment booking, confirmation, and conversion rates.

• Oversee the distribution of workloads and the utilization of the workforce.

• Collaborate with Workforce Management, Training, QA, and Operations leadership.

• Assist in the rollout of new campaigns and changes to processes.

• Ensure compliance with HIPAA and company standards.

• Review quality scores and hold calibration sessions.

• Monitor call handling practices and member interactions.

• Drive accuracy in documentation and compliance with CRM protocols.

• Analyze KPI trends to uncover areas for improvement.

• Conduct root cause analyses to address performance gaps.

• Create performance improvement plans for team members.

• Prepare operational reports and present findings to leadership.

• Serve as the primary liaison between Operations and Support Functions.

• Collaborate with QA, Training, Workforce Management, and Client Services teams.

• Identify operational risks and implement corrective measures.

⛳️ Requirements

• Bachelor's Degree preferred.

• At least 3 years of experience in a call center environment.

• A minimum of 2 years in a Team Lead or Supervisor role.

• Preferred experience in Healthcare Scheduling, Member Outreach, AWV, HRA, Risk Adjustment, or Care Gap Closure programs.

• Strong skills in people management and coaching.

• Proficient in Microsoft Excel and reporting tools.

• Familiarity with CRM and appointment scheduling systems.

• Experience in outreach for Medicare, Medicaid, or Health Plans.

• Background in a healthcare provider or payer environment.

• Expertise in managing multi-channel communication (Phone, SMS, Email).

• Experience in managing remote teams.

• Knowledge of metrics such as Appointment Volume Achievement, Conversion Rate, Confirmation Rate, Show Rate, Quality Score, Schedule Adherence, Attendance, Productivity per FTE, Compliance Score, Employee Engagement, Attrition Management, Leadership, Coaching & Development, Performance Management, Analytical Thinking, Communication Skills, Problem Solving, Stakeholder Management, Decision Making, Accountability, and Customer Focus.

🏝️ Benefits

• Competitive Hourly Pay

• Health Benefits

• Paid Time Off (PTO)

• 401(k) Plan