Team Lead, Patient Scheduling & Call Center

Intugo; México; Sur place; MXN 352 000 - 469 000; Plein temps

Avantages offerts par ce poste

Private medical insurance

30-day Christmas bonus (Aguinaldo)

Food vouchers

Résumé du poste

Intugo, in partnership with a foreign company specializing in healthcare contact center operations, patient scheduling, and revenue cycle management services, seeks a Team Lead – Call Center to join its team in Mexico. You will lead and support a team of patient scheduling and contact center associates, ensuring productivity, service quality, scheduling accuracy, and adherence to operational standards.

You will coach and guide staff, monitor metrics, and resolve complex scheduling scenarios

Qualifications

• 5–8+ years of relevant experience in healthcare contact centers, patient scheduling, patient access, customer service, or BPO operations.
• Strong knowledge of contact center operations, customer service, and patient scheduling workflows.
• Excellent verbal and written communication skills with a strong patient-service orientation.
• Strong coaching, analytical, problem-solving, and team management skills.
• Ability to monitor performance metrics and ensure adherence to quality and productivity standards.

Responsabilités

• 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.

Connaissances

Team leadership

Coaching

Communication

Performance monitoring

Schedule adherence

Formation

Graduate in any discipline

Description du poste

Intugo, in partnership with a foreign company specializing in healthcare contact center operations, patient scheduling, and revenue cycle management services, seeks a Team Lead – Call Center to join its team in Mexico. You will lead and support a team of patient scheduling and contact center associates, ensuring productivity, service quality, scheduling accuracy, and adherence to operational standards.

You will coach and guide staff, monitor metrics, and resolve complex scheduling scenarios