Lead Call Center Scheduler - Patient Care

Heart-of-Ohio-Family-Health-Centers-1; Kentucky; On-site; USD 38,000 - 52,000; Full time

Job summary

Heart of Ohio Family Health Centers is seeking a Call Center Representative Lead to supervise scheduling staff, manage in-bound inquiries, and improve patient experience. You will monitor attendance, productivity, and quality; develop reports; and coach team members to deliver efficient, accurate appointment scheduling and information delivery.

The role requires 2–3 years in customer service, preferably healthcare, with strong communication and bilingual skills (Spanish or Somali).

Qualifications

• Minimum 2–3 years of customer service experience, preferably in healthcare.
• Demonstrates excellent interpersonal skills and ability to handle diverse patients.
• Bilingual ability (Spanish or Somali) is preferred.

Responsibilities

• Respond to telephone inquiries with a professional and courteous demeanor.
• Monitor scheduling queue and staff attendance; prepare daily reports and assign tasks.
• Develop and maintain reporting formats to track productivity and KPIs for the scheduling dept.
• Lead monthly staff meetings and assist with new hire training and coaching.
• Ensure accurate collection of patient information and effective appointment scheduling.

Skills

Customer service

Interpersonal skills

Communication

Bilingual (Spanish/Somali)

Multitasking

Education

College degree preferred

Tools

EPIC software

Job description

Heart of Ohio Family Health Centers is seeking a Call Center Representative Lead to supervise scheduling staff, manage in-bound inquiries, and improve patient experience. You will monitor attendance, productivity, and quality; develop reports; and coach team members to deliver efficient, accurate appointment scheduling and information delivery.

The role requires 2–3 years in customer service, preferably healthcare, with strong communication and bilingual skills (Spanish or Somali).