Customer Care Center Team Lead

📋 Description

• Lead, coach, and develop Patient Scheduling and Conversion Specialists to achieve individual and
• Provide daily guidance, regular one-on-one coaching, performance feedback, and team meetings to
• Monitor key performance indicators, including appointment scheduling, conversion rates, show-up
• Analyze performance reports, call observations, and quality assessments to identify improvement
• Develop and track employee performance improvement plans and professional development initiatives.
• Ensure consistent use of approved call flows, scripts, scheduling procedures, patient engagement

🎯 Requirements

• At least 3 years of experience in a team lead, supervisory, or contact center leadership role.
• At least 5 years of experience in customer service, sales, appointment setting, patient scheduling
• Experience leading teams in retail healthcare, patient access, medical scheduling, hearing care
• Proven ability to coach employees and improve scheduling, conversion, productivity, quality, and
• Experience managing key performance indicators, coaching plans, performance improvement plans, and
• Strong leadership, communication, relationship-building, conflict resolution, and problem-solving

🎁 Benefits

• Annual base salary: $62,000–$72,000.
• Performance-based incentives: Additional earning potential tied to team scheduling results
• Health coverage: Medical, dental, and vision insurance.
• Retirement savings: 401(k) plan with company matching.
• Time off: Paid time off and paid holidays.
• Well-being support: Access to an Employee Assistance Program.