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.

📌 Team leader – healthcare contact center operations (México)
🏢 iSoft Globl
📍 México