Team Lead, Patient Scheduling

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HelpSquad

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

🏥 Healthcare

🤝 B2B

🏢 Enterprise

💰 $500k Angel Round - HelpSquad Health on 2015-05

Healthcare • B2B • Enterprise

HelpSquad is a US-managed, HIPAA-compliant provider of virtual medical assistants and healthcare BPO services. It supplies trained, vetted remote staff for scheduling, patient intake, insurance verification, prior authorizations, medical billing and revenue cycle management, call center support (including 24/7 and after-hours), medical scribing, and AI-enabled patient support and knowledge systems. HelpSquad offers managed teams, white-label reseller services, and specialty support for practices and organizations ranging from solo clinicians to multi-location medical groups, hospital systems, dental practices, behavioral health, and in-home care; it emphasizes compliance (BAA signed at company level), quality vetting, and US-based oversight.

📋 Description

• Build and manage staggered shift schedules across the client’s 8:00 a.m. to 9:00 p.m. Central Time calling window • Adjust rosters for the November 1, 2026 daylight saving time change • Cover call-outs and gaps to protect daily dial and booking targets • Monitor live and recorded calls for script adherence, tone, and accurate data entry • Score calls against a defined QA rubric and deliver coaching • Track and report team-level QA and productivity metrics to the client • Serve as the first point of contact for calls outside the approved script • Route escalations according to the client’s procedures and document them • Reinforce HIPAA handling rules and flag suspected compliance breaches • Oversee the account and agents day to day • Own the client relationship and team performance • Act as the main point of contact between the calling team and the client’s account contact • Run daily huddles, coaching sessions, and performance check-ins • Onboard new callers on the script, systems, and compliance boundaries • Do not provide medical, clinical, or insurance advice; escalate all out-of-scope calls

🎯 Requirements

• At least one year in a contact center supervisory, team lead, or QA role • Experience in outbound calling or appointment setting ideally • Proven experience overseeing an account and managing a team of agents • Prior U.S. healthcare experience in medical office, patient access, scheduling, or medical answering service • Clear, neutral, easily understood spoken English • Ability to make real-time judgment calls on escalations within firm compliance boundaries • Availability for the full campaign term across the client’s shift window, with no planned absences • Willingness to complete HIPAA privacy and security training and a background check before starting • Minimum 50 Mbps upload and download internet speed • Verified backup internet connection; mobile phone hotspots are not acceptable • Backup power source, such as a UPS or generator • Quiet, professional workspace free from background noise and interruptions • Noise-canceling headset • Reliable computer capable of running software systems and a softphone simultaneously • Windows 11 or the most recent Apple OS/update • Strongly preferred: experience with a cloud EHR such as athenahealth or a cloud phone platform such as Dialpad • Strongly preferred: Medicare wellness visit or preventive-care outreach experience • Strongly preferred: experience building QA rubrics or coaching plans

🏖️ Benefits

• Competitive hourly rate • On-time payments, every time • Payments processed via Wise • Direct client training provided • Dedicated Account Manager as your point of contact • Stable, long-term placement with a growing U.S.-based company • Exposure to a wide range of modern SaaS platforms • Potential for increased responsibilities as the company scales • Tenure recognition for long-term team members • Clear escalation paths • Stable, long-term account placements (not gig-style work) • Supportive team culture across all accounts • Potential for increased hours or additional accounts based on performance • Strengthen your resume with verified, legitimate U.S. client experience