Medical Customer Service Team Leader

🕒 Junho 10

🌐 Filipinas, Quênia, +1 outros países – Remoto

🇵🇭 Filipinas – Remoto 🇰🇪 Quênia – Remoto 🇵🇰 Paquistão – Remoto

💵 $7 / hora

⏰ Tempo Integral

🟠 Sênior

💝 Suporte ao Cliente

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Remote Raven

SiteLinkedInTodas as Vagas

11 - 50 funcionários

💼 Consultoria

📦 Logística

📣 Marketing

Consulting • Logistics • Marketing

Remote Raven é uma agência de recrutamento que se especializa em conectar empresas a assistentes virtuais altamente qualificados das Filipinas. Eles oferecem um processo de contratação simplificado, onde especialistas locais em recrutamento avaliam candidatos para garantir que atendam às necessidades empresariais. A Remote Raven fornece trabalhadores remotos com conjuntos de habilidades diversificadas, incluindo funções em contabilidade, atendimento ao cliente, marketing e suporte técnico, tornando-se uma solução versátil para empresas que buscam aprimorar suas equipes de forma eficiente.

Descrição

• Player-Coach — Calling & Scheduling: Make outbound calls to patients for appointment scheduling, recall outreach, and schedule gap-filling across both practice locations. • Work provider schedules directly in Athena Health — booking, confirming, and managing appointments to maximize schedule utilization. • Model the standard for call quality, patient communication, and scheduling accuracy that you expect from your team. • Step in to cover call volume when team capacity is stretched — your contribution is a daily expectation, not an occasional act. • Team Leadership & Efficiency: Lead, support, and motivate a remote call center team responsible for patient scheduling and appointment management across two Texas locations. • Build a culture where the team feels supported, valued, and clear on what is expected — team happiness and retention are part of your success metrics. • Identify inefficiencies in current call center workflows and implement practical improvements that increase schedule fill rates and reduce patient wait times. • Develop and maintain clear processes, scripts, and workflows that help the team perform consistently and confidently. • Monitor team performance against scheduling targets and KPIs — and address gaps quickly and constructively. • Scheduling Operations: Oversee the daily scheduling operations for both practice locations — ensuring provider schedules are full, conflicts are resolved, and patient access is optimized. • Monitor schedule utilization and proactively identify and fill gaps before they become problems. • Coordinate patient scheduling workflows including new patient intake, follow-up appointments, testing scheduling, and recalls. • Ensure all scheduling activity is documented accurately and completely in Athena Health. • Communicate scheduling updates, coverage needs, and operational issues to practice management promptly. • Coaching & Development: Conduct regular one-on-ones and team check-ins to provide feedback, coaching, and recognition. • Identify team member strengths and development areas and tailor coaching accordingly. • Onboard new call center team members and ensure they are trained, confident, and supported from day one. • Create an environment where team members feel comfortable asking for help and raising concerns — and where those concerns actually get addressed. • Celebrate wins — individually and as a team — and build the kind of culture people want to stay in. • Reporting & Communication: Track and report on key call center metrics including call volume, schedule fill rate, new patient conversion, and team productivity. • Provide regular performance updates to practice management with clear insights and recommendations. • Communicate proactively when scheduling challenges, staffing gaps, or workflow issues arise — no surprises. • Serve as the primary point of escalation for complex patient scheduling issues that need leadership-level resolution.

🎯 Requisitos

• 2 or more years of experience in a medical call center, patient scheduling, or patient access role — sleep medicine, pulmonology, or specialty practice experience is a strong plus • Prior experience in a team lead, supervisor, or senior call center role • Proven ability to work as a player-coach — you are comfortable leading a team and handling a personal call and scheduling workload simultaneously • Strong verbal communication skills and a confident, warm, professional phone presence • Track record of meeting or exceeding scheduling targets and driving schedule utilization • Organized and detail-oriented with the ability to manage multiple schedules, priorities, and team members in a fast-paced remote environment • Self-directed and reliable — you do not need daily supervision to stay on task and perform at a high level.