Medical Customer Service Team Leader

Role Overview

• Player-Coach — Calling & Scheduling: Make outbound calls to patients for appointment scheduling, recall outreach, and schedule gap-filling across both practice locations.
• Work provider schedules directly in Athena Health — booking, confirming, and managing appointments to maximize schedule utilization.
• Model the standard for call quality, patient communication, and scheduling accuracy that you expect from your team.
• Step in to cover call volume when team capacity is stretched — your contribution is a daily expectation, not an occasional act.
• Team Leadership & Efficiency: Lead, support, and motivate a remote call center team responsible for patient scheduling and appointment management across two Texas locations.
• Build a culture where the team feels supported, valued, and clear on what is expected — team happiness and retention are part of your success metrics.
• Identify inefficiencies in current call center workflows and implement practical improvements that increase schedule fill rates and reduce patient wait times.
• Develop and maintain clear processes, scripts, and workflows that help the team perform consistently and confidently.
• Monitor team performance against scheduling targets and KPIs — and address gaps quickly and constructively.
• Scheduling Operations: Oversee the daily scheduling operations for both practice locations — ensuring provider schedules are full, conflicts are resolved, and patient access is optimized.
• Monitor schedule utilization and proactively identify and fill gaps before they become problems.
• Coordinate patient scheduling workflows including new patient intake, follow-up appointments, testing scheduling, and recalls.
• Ensure all scheduling activity is documented accurately and completely in Athena Health.
• Communicate scheduling updates, coverage needs, and operational issues to practice management promptly.
• Coaching & Development: Conduct regular one-on-ones and team check-ins to provide feedback, coaching, and recognition.
• Identify team member strengths and development areas and tailor coaching accordingly.
• Onboard new call center team members and ensure they are trained, confident, and supported from day one.
• Create an environment where team members feel comfortable asking for help and raising concerns — and where those concerns actually get addressed.
• Celebrate wins — individually and as a team — and build the kind of culture people want to stay in.
• Reporting & Communication: Track and report on key call center metrics including call volume, schedule fill rate, new patient conversion, and team productivity.
• Provide regular performance updates to practice management with clear insights and recommendations.
• Communicate proactively when scheduling challenges, staffing gaps, or workflow issues arise — no surprises.
• Serve as the primary point of escalation for complex patient scheduling issues that need leadership-level resolution.

Requirements

• 2 or more years of experience in a medical call center, patient scheduling, or patient access role — sleep medicine, pulmonology, or specialty practice experience is a strong plus
• Prior experience in a team lead, supervisor, or senior call center role
• Proven ability to work as a player-coach — you are comfortable leading a team and handling a personal call and scheduling workload simultaneously
• Strong verbal communication skills and a confident, warm, professional phone presence
• Track record of meeting or exceeding scheduling targets and driving schedule utilization
• Organized and detail-oriented with the ability to manage multiple schedules, priorities, and team members in a fast-paced remote environment
• Self-directed and reliable — you do not need daily supervision to stay on task and perform at a high level.