Intugo, in partnership with a foreign company specializing in healthcare contact center operations, patient scheduling, and revenue cycle management services, is looking for a Team Lead – Call Center to join its team.

This position will be responsible for leading and supporting a team of patient scheduling and contact center associates, ensuring productivity, service quality, scheduling accuracy, and adherence to operational standards. The role focuses on team performance, coaching, patient experience, and effective resolution of complex scheduling scenarios.

Key Responsibilities
- Lead and support a team of patient scheduling and contact center associates handling inbound and outbound patient interactions.
- Monitor daily productivity, quality, attendance, schedule adherence, and call handling performance.
- Ensure compliance with client scheduling workflows and operational procedures.
- Provide real-time coaching and feedback to improve patient communication, scheduling accuracy, documentation, and call quality.




- Handle escalated patient interactions and complex scheduling scenarios, collaborating with client teams when additional support is required.
- Identify performance gaps and support continuous improvement through coaching and problem-solving.

What We're Looking For:

Must-Haves
- 5–8+ years of relevant experience in healthcare contact centers, patient scheduling, patient access, customer service, or BPO operations.
- Strong knowledge of contact center operations, customer service, and patient scheduling workflows.
- Excellent verbal and written communication skills with a strong patient-service orientation.
- Strong coaching, analytical, problem-solving, and team management skills.
- Ability to monitor performance metrics and ensure adherence to quality and productivity standards.
- Availability to work on-site.

Highly Valuable / Nice-to-Have
- Working knowledge of healthcare patient access and Electronic Health Record (EHR) or scheduling systems.
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📌 Call Center Team Lead – Healthcare, on site GDL (Guadalajara)
🏢 Intugo
📍 Guadalajara