Call Center Team Lead

The Call Center Team Lead is responsible for providing the day-to-day leadership and oversight to the call center team to ensure efficient and high-quality patient service. In addition to handling standard call center responsibilities, the Team Lead supports the Office Coordinator in supervising team operations, coaching staff, and ensuring adherence to practice standards and protocols. This role is critical in promoting a culture of service excellence, accountability, and teamwork within the call center environment. The Team Lead will exemplify the core values and mission of the practice and model professional behavior that fosters patient trust and team collaboration.

DUTIES & RESPONSIBILITIES

Leadership and Oversight

• Supervise daily operations of the call center team to ensure coverage, productivity, and patient service goals are met.


• Serve as the primary point of contact for call center staff for real-time support, questions, and escalation of issues.


• Provide training, coaching, and mentoring to new and existing staff to ensure consistent adherence to workflows and procedures.


• Monitor call quality and staff performance and provide feedback to promote professional growth and development.


• Assist with scheduling and coordinating call center staff shifts to ensure adequate coverage.


• Lead regular team huddles or meetings to communicate updates, recognize performance, and promote engagement.


• Monitor call center staff time and breaks to ensure proper staffing

Operational Duties

In addition to the job duties for a Call Center Specialist, the team lead will:

• Provide telephone support, handling complex calls and providing guidance to team members.


• Ensure accurate collection of patient demographic and insurance information.


• Oversee appointment scheduling processes, including follow-up visits and interventional procedures.


• Manage follow-up on no-show patients and ensure rescheduling protocols are followed.


• Assist in ensuring proper patient communication regarding billing, financial policies, and account questions.


• Support accurate Electronic Medical Record (EMR) documentation and timely distribution of patient messages to appropriate clinical staff.


• Process consults received from hospitals via PMD and Tiger Messaging, ensuring timely communication and coordination with appropriate providers.


• Manage messages from providers related to hospital follow-ups for patients they treated in the hospital, and ensure appropriate scheduling or documentation as needed.


• Collaborate with the Business Office to ensure accurate daily batching of payments.


• Promote and maintain a clean and organized call center work environment.


• Other miscellaneous duties as assigned.

• SKILLS & QUALIFICATIONS


• Minimum 3–5 years of experience in a medical office or call center setting, with at least 1 year in a supervisory or team lead role.


• Strong leadership and interpersonal skills, with the ability to coach and motivate team members.


• Excellent telephone etiquette and communication skills.


• Proficient in using EMR systems and general office software.


• Strong organizational and problem-solving skills.


• Ability to work under pressure in a fast-paced environment with professionalism and courtesy.