Job Description

The Team Leader for Healthcare Appointment Scheduling is responsible for overseeing a team of Spanish-English Bilingual and English Customer Service Representatives (CSRs) who handle patient appointment scheduling for medical imaging services. This role ensures the team delivers exceptional customer service, adheres to healthcare protocols, and meets performance metrics. The Team Leader will provide coaching, manage escalations, conduct quality audits, facilitate training, and collaborate with management to optimize operations. The ideal candidate is fluent in English, has strong leadership skills, and is experienced in healthcare customer service environments.

Key Responsibilities

• Team Supervision and Coaching

• Lead, mentor, and coach a team of CSRs handling Tier 1 (Bone Density, Mammogram) and Tier 2 (MRI, CT Scan, Ultrasound) appointment scheduling.
• Conduct regular 1:1 coaching sessions to improve performance, address skill gaps, and ensure adherence to standard operating procedures (SOPs).
• Motivate the team to meet or exceed service level agreements (SLAs) and key performance indicators (KPIs), such as call resolution time and patient satisfaction.

• Quality Assurance and Auditing
• Perform quality audits on inbound/outbound calls and email communications to ensure accuracy in patient demographic verification, insurance details, and scheduling questionnaires.
• Review use of scheduling tools (e.g., search wizard, advanced scheduling software) to confirm compliance with healthcare protocols and patient preparation guidelines.
• Provide feedback and corrective action plans to maintain high-quality service delivery.

• Escalation Management
• Act as the primary point of contact for complex escalations, resolving patient complaints or issues with empathy and professionalism.
• Ensure proper documentation of escalations in the CRM system for tracking and follow-up.
• Train CSRs on identifying and escalating issues requiring Tier 2 or supervisory intervention.

• Training and Development
• Facilitate onboarding and refresher training sessions for CSRs, covering healthcare protocols, HIPAA compliance, and scheduling software.
• Create and administer product knowledge tests focused on medical imaging modalities and patient preparation guidelines.
• Collaborate with the training team to develop materials addressing performance gaps identified through audits.

• Operational Support
• Monitor team performance metrics (e.g., call volume, AHT, first-call resolution) and report findings during Weekly Business Reviews (WBRs).
• Assist in workforce forecasting to ensure adequate staffing for high-volume call periods.
• Collaborate with management to implement process improvements, such as optimizing scheduling workflows or enhancing CRM tool usage.

• Bilingual Communication
• Use resources (Superstaff internal Spanish Speaking Support) to communicate performance effectively with team members and patients in both Spanish and English, ensuring clarity in coaching and escalation handling.
• Review and provide feedback on Spanish (if necessary) and English email and chat interactions to maintain professionalism and cultural sensitivity.

Requirements

• Fluent in English (spoken and written).
• 3+ years of experience in customer service, with at least 1 year in a leadership or supervisory role, preferably in a healthcare call center.
• Strong understanding of healthcare appointment scheduling processes, including insurance verification and patient preparation guidelines.
• Proven ability to coach and develop team members to achieve performance goals.
• Experience with quality auditing and escalation management in a high-volume call environment.
• Proficiency in CRM tools, scheduling software, and Microsoft Office Suite (Excel, PowerPoint).
• Excellent communication and interpersonal skills, with the ability to handle stressful situations and resolve conflicts.
• Knowledge of HIPAA compliance and patient confidentiality requirements.
• Strong analytical skills for monitoring performance metrics and identifying process improvements.

Benefits

• HMO with 1 free dependent upon hire
• Life Insurance
• Night Differential
• 20 PTO credits annually
• VL and SL cash conversion
• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learning
• A laptop will be provided by the company
• ONSITE (SM Clark, Pampanga) and Night Shift