Healthcare Call Center Team Lead - Scheduling & Coaching

Intugo; Región Centro; On-site; MXN 320,000 - 383,000; Full time

Benefits offered by this job

Private medical insurance

30-day Christmas bonus (Aguinaldo)

Food vouchers MXN 1,000

Mexican law benefits

Job summary

Intugo, in partnership with a foreign company specializing in healthcare contact center operations, patient scheduling, and revenue cycle management services, is looking for a Team Lead – Call Center to join its team. The role leads a team of patient scheduling and contact center associates, focusing on productivity, service quality, scheduling accuracy, and adherence to standards.

The position requires 5–8+ years in healthcare contact centers, strong coaching and leadership abilities, and

Qualifications

• 5–8+ years in healthcare contact centers, patient scheduling, or BPO operations.
• Strong knowledge of contact center operations and patient scheduling workflows.
• Excellent verbal and written communication with patient-service orientation.
• Coaching, analytical, problem-solving, and team management skills.
• Ability to monitor performance metrics and ensure quality standards.
• On-site availability required.

Responsibilities

• Lead and support a team of patient scheduling and contact center associates handling inbound and outbound patient interactions.
• Monitor daily productivity, quality, attendance, schedule adherence, and call handling performance.
• Ensure compliance with client scheduling workflows and operational procedures.
• Provide real-time coaching and feedback to improve patient communication, scheduling accuracy, documentation, and call quality.
• Handle escalated patient interactions and complex scheduling scenarios, collaborating with client teams when additional support is required.
• Identify performance gaps and support continuous improvement through coaching and problem-solving.

Skills

Healthcare scheduling

Coaching

Team management

Performance monitoring

Communication

Education

Healthcare or business degree

Tools

Epic

Job description

Intugo, in partnership with a foreign company specializing in healthcare contact center operations, patient scheduling, and revenue cycle management services, is looking for a Team Lead – Call Center to join its team. The role leads a team of patient scheduling and contact center associates, focusing on productivity, service quality, scheduling accuracy, and adherence to standards.

The position requires 5–8+ years in healthcare contact centers, strong coaching and leadership abilities, and