Lead Call Center Operations - Patient Scheduling

Heart-of-Ohio-Family-Health-Centers-1; Ohio; On-site; USD 52,000 - 68,000; Full time

Job summary

Heart of Ohio Family Health Centers in Ohio is seeking a Call Center Rep Lead to supervise schedulers, resolve escalated issues, and ensure timely, compassionate patient service. You will monitor attendance, manage queue productivity, and prepare daily reports to optimize operations.

The role requires 2–3 years in customer service (healthcare preferred), strong communication and decision-making skills, and experience with Epic.

Qualifications

• Minimum 2–3 years’ experience in customer service, preferably in healthcare.
• Strong interpersonal and communication skills with the ability to manage patients and families under stress.
• Ability to supervise staff, coach, and conduct trainings.

Responsibilities

• Supervise Call Center Representatives and ensure response quality.
• Monitor attendance, queue productivity, and prepare daily scheduling reports.
• Handle escalated issues and improve patient experience and department workflow.
• Schedule audits and trainings for new hires and centralized scheduling staff.

Skills

Customer service

Interpersonal skills

Communication

Decision making

Education

Associate degree or higher

Tools

EPIC software

Job description

Heart of Ohio Family Health Centers in Ohio is seeking a Call Center Rep Lead to supervise schedulers, resolve escalated issues, and ensure timely, compassionate patient service. You will monitor attendance, manage queue productivity, and prepare daily reports to optimize operations.

The role requires 2–3 years in customer service (healthcare preferred), strong communication and decision-making skills, and experience with Epic.