Team Leader - Appointment Scheduling Operations (6727)

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Medicare, Medicaid, or Health Plan outreach experience.
• Healthcare provider or payer environment experience.
• Multi-channel communication management (Phone, SMS, Email).
• Experience managing remote teams.

• Appointment Volume Achievement
• Conversion Rate
• Confirmation Rate
• Show Rate
• Quality Score
• Schedule Adherence
• Attendance
• Productivity per FTE
• Compliance Score
• Employee Engagement
• Attrition Management

• Leadership
• Coaching & Development
• Performance Management
• Analytical Thinking
• Communication Skills
• Problem Solving
• Stakeholder Management
• Decision Making
• Accountability
• Customer Focus