Job Title

Team Lead - Operations

Department

Healthcare Contact Center & Patient Scheduling

: 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.

📌 Team Lead - Operations (México)
🏢 Gracemark Solutions
📍 México