Senior Call Center Lead - Patient Scheduling

Heart Of Ohio Family Health Centers; Columbus (OH); On-site; USD 28,000 - 40,000; Full time

Job summary

Heart of Ohio Family Health Centers in Columbus, OH is seeking a Call Center Representative Lead to supervise scheduling and call center staff. This role ensures patient satisfaction by handling inquiries professionally, overseeing queue productivity, and preparing daily scheduling reports.

Strong emphasis on patient experience and adherence to policies. Ideal candidates have 2–3 years in customer service (preferably healthcare), familiarity with EPIC software, and excellent communication

Qualifications

• Minimum 2–3 years in customer service, preferably in the medical field.
• Experience with EPIC software preferred.
• Excellent interpersonal and communication skills across diverse audiences.
• Ability to manage multiple tasks and make quick, effective decisions under pressure.
• Bi-lingual preferred (Spanish or Somali).

Responsibilities

• Respond to incoming calls and respond to patient inquiries with professionalism.
• Monitor staff attendance and queue productivity; assist with scheduling and reporting.
• Develop and maintain reporting formats to track productivity and KPIs.
• Train new hires and coach a centralized scheduler team.
• Ensure accurate collection of patient information and clear communication of appointments, co-pays, and documentation.

Skills

Customer service

Multi-tasking

Communication skills

Bilingual (Spanish or Somali)

Education

Preferred college degree

Tools

EPIC software

Job description

Heart of Ohio Family Health Centers in Columbus, OH is seeking a Call Center Representative Lead to supervise scheduling and call center staff. This role ensures patient satisfaction by handling inquiries professionally, overseeing queue productivity, and preparing daily scheduling reports.

Strong emphasis on patient experience and adherence to policies. Ideal candidates have 2–3 years in customer service (preferably healthcare), familiarity with EPIC software, and excellent communication