Healthcare Call Center Lead — On-Site Coaching & Scheduling

Intugo Mexico; Región Centro; In loco; MXN 320.000 - 383.000; Tempo pieno

Vantaggi offerti da questo lavoro

Private medical insurance

30-day Aguinaldo bonus

$1,000 MXN in food vouchers

On-site work

Descrizione del lavoro

Intugo Mexico is seeking a Team Lead - Call Center to guide a patient scheduling and contact center team on-site. You will drive productivity, quality, and scheduling accuracy while coaching staff to deliver exceptional patient service.

The role emphasizes coaching, performance monitoring, and resolving complex scheduling scenarios in a healthcare setting. Availability for on-site work is required.

Competenze

• 5–8+ years in healthcare contact centers or scheduling roles.
• Knowledge of contact center operations and scheduling workflows.
• Excellent verbal and written communication with patient-service orientation.
• Strong coaching, analytical, problem-solving and team management skills.
• Ability to monitor performance metrics and ensure adherence to quality standards.
• Availability to work on-site.

Mansioni

• Lead and support a team handling inbound and outbound patient interactions.
• Monitor daily productivity, quality, attendance, schedule adherence, and call handling performance.
• Ensure compliance with client scheduling workflows and procedures.
• Provide real-time coaching to improve patient communication, scheduling accuracy, documentation, and call quality.
• Handle escalated patient interactions and complex scheduling scenarios with client collaboration.
• Identify performance gaps and drive continuous improvement through coaching and problem-solving.

Conoscenze

Team management

Coaching

Problem solving

Analytical skills

Communication

Performance monitoring

Formazione

Graduate in any discipline

Descrizione del lavoro

Intugo Mexico is seeking a Team Lead - Call Center to guide a patient scheduling and contact center team on-site. You will drive productivity, quality, and scheduling accuracy while coaching staff to deliver exceptional patient service.

The role emphasizes coaching, performance monitoring, and resolving complex scheduling scenarios in a healthcare setting. Availability for on-site work is required.