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 fluctuatio

📌 Team Leader – Healthcare Contact Center Operations (México)
🏢 iSoft Globl
📍 México