Medical Customer Service Team Leader

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Remote Raven

WebsiteLinkedInAll Job Openings

11 - 50 employees

👥 HR Tech

🎯 Recruiter

🤝 B2B

HR Tech • Recruitment • B2B

Remote Raven is a company that connects businesses with highly qualified virtual assistants to fill various roles across multiple industries. They focus on providing professional, college-educated, and well-trained remote workers from the Philippines who can handle diverse tasks, including customer service, bookkeeping, digital marketing, HR, healthcare, and web development among others. Remote Raven ensures that these remote workers are fluent in English and hold relevant degrees or certifications. They offer a simple and affordable recruiting process without start-up fees, aiming to help companies streamline their staffing needs with reliable remote personnel.

📋 Description

• 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.

🎯 Requirements

• 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.