The client is looking at hiring a Team Lead – Healthcare Contact Center & Patient Scheduling for their team at Guadalajara, Mexico.
Job Description: Team Lead – Healthcare Contact Center & Patient Scheduling
Role Overview:
The Team Lead – Healthcare Contact Center & Patient Scheduling is responsible for leading front-line operations supporting patient scheduling and patient engagement for U.S. healthcare system clients. The role focuses on delivering an efficient, accurate, and patient-centered experience while meeting service-level, quality, productivity, and scheduling performance expectations.
Key Responsibilities:
Team Management & Leadership:
- Lead and support a team of patient scheduling/contact center associates handling inbound and outbound patient interactions.
- Monitor daily productivity, quality, attendance, schedule adherence, call handling, and compliance with client scheduling workflows.
- Provide real-time coaching and feedback on patient communication, scheduling accuracy, documentation, call quality, and workflow adherence.
- Handle escalated patient interactions and complex scheduling scenarios, partnering with client teams when additional resolution is required.
Operational Delivery:
- Ensure accurate scheduling, rescheduling, cancellation, appointment confirmation, referral coordination, and related patient access activities within the client-defined scope.
- Ensure associates follow provider templates, visit-type rules, decision trees, escalation pathways, and documentation requirements.
- Monitor key contact center metrics including service level, average speed of answer, abandonment, average handle time, first-contact resolution, schedule adherence, quality, and appointment conversion/completion.
- Identify recurring call drivers, scheduling barriers, workflow gaps, and training needs and escalate or implement corrective actions.
- Support intraday staffing and workload management to maintain appropriate coverage during peak call periods and volume fluctuations.
Quality, Compliance & Continuous Improvement:
- Conduct or support quality reviews, coaching plans, performance improvement actions, and daily/weekly team huddles.
- Ensure compliance with HIPAA, client policies, information security requirements, and patient privacy standards.
- Partner with Quality, Training, Workforce Management, IT, and operations leadership to resolve issues and improve performance.
- Support process standardization, SOP updates, and continuous improvement initiatives that improve patient access and operational efficiency.
Key Skills Required:
- Strong knowledge of contact center operations, customer service, and patient scheduling workflows.
- Working knowledge of healthcare patient access and EHR/scheduling systems; Epic experience is preferred.
- Excellent verbal and written communication skills with a strong patient-service orientation.
- Strong coaching, analytical, problem-solving, and team management skills.
Experience & Qualification:
- 5–8+ years of relevant experience in healthcare contact center, patient scheduling, patient access, customer service, or BPO operations.
- 1+ year of experience in team handling or front-line leadership preferred.
- Graduate in any discipline; healthcare or business-related education is preferred.