Team Leader - Appointment Scheduling Operations

Advantmed; United States; On-site; USD 30,000 - 47,000; Full time

Benefits offered by this job

Competitive hourly pay

Health benefits

401(k) plan

Job summary

Advantmed is seeking a Team Leader to manage a group of 10-20 Appointment Scheduling Specialists. You will drive daily huddles, coaching, and performance reviews, ensuring targets in booking, confirmations, and conversions are met while maintaining exceptional member experience.

In this role you will oversee adherence to HIPAA and CRM standards, monitor quality, and prepare operational reports for leadership. A healthcare scheduling background and strong leadership are essential for success.

Qualifications

• Bachelor's degree preferred.
• Minimum 3 years of call center experience.
• Minimum 2 years of Team Lead or Supervisor experience.
• Experience in Healthcare Scheduling, Member Outreach, AWV, HRA, Risk Adjustment, or Care Gap Closure programs preferred.

Responsibilities

• Lead, coach, and develop a team of 10-20 Appointment Scheduling Specialists. Conduct daily huddles, coaching sessions, and performance reviews.
• Ensure scheduling targets are achieved and optimize booking, confirmations, and conversions.
• Ensure HIPAA compliance and CRM accuracy; monitor quality scores and calibrate processes.
• Analyze KPI trends, run root-cause analyses, and implement performance improvement plans.
• Act as primary liaison between Operations and Support Functions; coordinate with QA, Training, and Client Services.

Skills

Leadership

Coaching

Performance Mgmt

Analytics

Communication

Problem Solving

Stakeholder Mgmt

Decision Making

Accountability

Customer Focus

Education

Bachelor's Degree

Tools

Excel

CRM

Job description

Advantmed is a leading healthcare solutions company that partners with health plans and providers to improve patient outcomes through population health, preventive care, risk adjustment, and care coordination programs. Our team is dedicated to helping members access the care they need while making a meaningful impact on healthcare quality across the United States.

Position Summary: The Team Leader is responsible for managing a team of Appointment Scheduling Specialists supporting healthcare outreach, member engagement, appointment booking, confirmations, and rescheduling activities. The role is accountable for team performance, productivity, quality, attendance, compliance, and service delivery while ensuring an exceptional member experience.

Key Responsibilities

Team Management

Lead, coach, and develop a team of 10-20 Appointment Scheduling Specialists. Conduct daily huddles, coaching sessions, and performance reviews. Monitor real-time performance and provide immediate support when required. Manage attendance, schedule adherence, and employee engagement. Create action plans for underperforming employees.

Operations Management

Ensure daily, weekly, and monthly scheduling targets are achieved. Drive appointment booking, confirmation, and conversion performance. Manage workload distribution and workforce utilization. Collaborate with Workforce Management, Training, QA, and Operations leadership. Support implementation of new campaigns and process changes.

Quality & Compliance

Ensure adherence to HIPAA and company compliance standards. Review quality scores and conduct calibration sessions. Monitor call handling practices and member interactions. Drive documentation accuracy and CRM compliance.

Performance Management

Analyse KPI trends and identify improvement opportunities. Conduct root cause analysis for performance gaps. Develop performance improvement plans for team members. Prepare operational reports and present results to leadership.

Stakeholder Management

Act as the primary point of contact between Operations and Support Functions. Partner with QA, Training, Workforce Management, and Client Services teams. Escalate operational risks and implement corrective actions.

Required Qualifications

• Bachelor's Degree preferred.
• Minimum 3 years of call center experience.
• Minimum 2 years of Team Lead or Supervisor experience.
• Experience in Healthcare Scheduling, Member Outreach, AWV, HRA, Risk Adjustment, or Care Gap Closure programs preferred.
• Strong people management and coaching skills.
• Advanced knowledge of Microsoft Excel and reporting tools.
• Experience with CRM and appointment scheduling systems.
• Preferred Experience Medicare, Medicaid, or Health Plan outreach experience.
• Healthcare provider or payer environment experience.
• Multi-channel communication management (Phone, SMS, Email).
• Experience managing remote teams.

Key Performance Indicators (KPIs)

• Appointment Volume Achievement
• Conversion Rate
• Confirmation Rate
• Show Rate
• Quality Score
• Schedule Adherence
• Attendance
• Productivity per FTE
• Compliance Score
• Employee Engagement
• Attrition Management

Core Competencies

• Leadership
• Coaching & Development
• Performance Management
• Analytical Thinking
• Communication Skills
• Problem Solving
• Stakeholder Management
• Decision Making
• Accountability
• Customer Focus

Benefits

• Competitive Hourly Pay Health Benefits Paid Time Off (PTO) 401(k) Plan