Team Leader - Appointment Scheduling Operations
TypeFull-time job
LocationUnited States
Posted10 hours ago
Advantmed is a leading healthcare solutions company that partners with health plans and providers to improve patient outcomes through population health, preventive care, risk adjustment, and care coordination programs. Our team is dedicated to helping members access the care they need while making a meaningful impact on healthcare quality across the United States.
Position Summary
The Team Leader is responsible for managing a team of Appointment Scheduling Specialists supporting healthcare outreach, member engagement, appointment booking, confirmations, and rescheduling activities. The role is accountable for team performance, productivity, quality, attendance, compliance, and service delivery while ensuring an exceptional member experience.
Key Responsibilities
Team Management
Lead, coach, and develop a team of 10-20 Appointment Scheduling Specialists.
Conduct daily huddles, coaching sessions, and performance reviews.
Monitor real-time performance and provide immediate support when required.
Manage attendance, schedule adherence, and employee engagement.
Create action plans for underperforming employees.
Operations Management
Ensure daily, weekly, and monthly scheduling targets are achieved.
Drive appointment booking, confirmation, and conversion performance.
Manage workload distribution and workforce utilization.
Collaborate with Workforce Management, Training, QA, and Operations leadership.
Support implementation of new campaigns and process changes.
Quality & Compliance
Ensure adherence to HIPAA and company compliance standards.
Review quality scores and conduct calibration sessions.
Monitor call handling practices and member interactions.
Drive documentation accuracy and CRM compliance.
Performance Management
Analyse KPI trends and identify improvement opportunities.
Conduct root cause analysis for performance gaps.
Develop performance improvement plans for team members.
Prepare operational reports and present results to leadership.
Stakeholder Management
Act as the primary point of contact between Operations and Support Functions.
Partner with QA, Training, Workforce Management, and Client Services teams.
Escalate operational risks and implement corrective actions.
Requirements
Required Qualifications
Bachelor's Degree preferred.
Minimum 3 years of call center experience.
Minimum 2 years of Team Lead or Supervisor experience.
Experience in Healthcare Scheduling, Member Outreach, AWV, HRA, Risk Adjustment, or Care Gap Closure programs preferred.
Strong people management and coaching skills.
Advanced knowledge of Microsoft Excel and reporting tools.
Experience with CRM and appointment scheduling systems.
Preferred Experience
Medicare, Medicaid, or Health Plan outreach experience.
Healthcare provider or payer environment experience.
Multi-channel communication management (Phone, SMS, Email).
Experience managing remote teams.
Key Performance Indicators (KPIs)
Appointment Volume Achievement
Conversion Rate
Confirmation Rate
Show Rate
Quality Score
Schedule Adherence
Attendance
Productivity per FTE
Compliance Score
Employee Engagement
Attrition Management
Core Competencies
Leadership
Coaching & Development
Performance Management
Analytical Thinking
Communication Skills
Problem Solving
Stakeholder Management
Decision Making
Accountability
Customer Focus
Benefits
Competitive Hourly Pay
Health Benefits
Paid Time Off (PTO)
401(k) Plan
Originally posted on Himalayas
Position Summary
The Team Leader is responsible for managing a team of Appointment Scheduling Specialists supporting healthcare outreach, member engagement, appointment booking, confirmations, and rescheduling activities. The role is accountable for team performance, productivity, quality, attendance, compliance, and service delivery while ensuring an exceptional member experience.
Key Responsibilities
Team Management
Lead, coach, and develop a team of 10-20 Appointment Scheduling Specialists.
Conduct daily huddles, coaching sessions, and performance reviews.
Monitor real-time performance and provide immediate support when required.
Manage attendance, schedule adherence, and employee engagement.
Create action plans for underperforming employees.
Operations Management
Ensure daily, weekly, and monthly scheduling targets are achieved.
Drive appointment booking, confirmation, and conversion performance.
Manage workload distribution and workforce utilization.
Collaborate with Workforce Management, Training, QA, and Operations leadership.
Support implementation of new campaigns and process changes.
Quality & Compliance
Ensure adherence to HIPAA and company compliance standards.
Review quality scores and conduct calibration sessions.
Monitor call handling practices and member interactions.
Drive documentation accuracy and CRM compliance.
Performance Management
Analyse KPI trends and identify improvement opportunities.
Conduct root cause analysis for performance gaps.
Develop performance improvement plans for team members.
Prepare operational reports and present results to leadership.
Stakeholder Management
Act as the primary point of contact between Operations and Support Functions.
Partner with QA, Training, Workforce Management, and Client Services teams.
Escalate operational risks and implement corrective actions.
Requirements
Required Qualifications
Bachelor's Degree preferred.
Minimum 3 years of call center experience.
Minimum 2 years of Team Lead or Supervisor experience.
Experience in Healthcare Scheduling, Member Outreach, AWV, HRA, Risk Adjustment, or Care Gap Closure programs preferred.
Strong people management and coaching skills.
Advanced knowledge of Microsoft Excel and reporting tools.
Experience with CRM and appointment scheduling systems.
Preferred Experience
Medicare, Medicaid, or Health Plan outreach experience.
Healthcare provider or payer environment experience.
Multi-channel communication management (Phone, SMS, Email).
Experience managing remote teams.
Key Performance Indicators (KPIs)
Appointment Volume Achievement
Conversion Rate
Confirmation Rate
Show Rate
Quality Score
Schedule Adherence
Attendance
Productivity per FTE
Compliance Score
Employee Engagement
Attrition Management
Core Competencies
Leadership
Coaching & Development
Performance Management
Analytical Thinking
Communication Skills
Problem Solving
Stakeholder Management
Decision Making
Accountability
Customer Focus
Benefits
Competitive Hourly Pay
Health Benefits
Paid Time Off (PTO)
401(k) Plan
Originally posted on Himalayas
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