Lead Patient Engagement Coordinator

About Total Care Connect 

Total Care Connect (TCC) is a mobile integrated health organization delivering in-home clinical and preventive care to members across Ohio and surrounding regions. We support health plans, health systems, and value-based organizations by reaching members where they are — in their homes and communities — to improve access, close care gaps, and reduce avoidable utilization. 

As a tech-enabled, field-based care delivery organization, our teams provide a range of services including preventive care, chronic condition support, transition-of-care visits, member engagement, and navigation. We operate with a focus on high-quality member experience, operational excellence, and coordinated care across clinical, administrative, and remote teams. 

Job Summary  

The Lead Patient Coordinator  is responsible for overseeing daily scheduling operations and supporting the performance of inbound and outbound teams. This role acts as the primary point of contact for scheduling coordination, ensuring optimal staffing levels and efficient workflow management. The Lead provides guidance, coaching, and real-time support to team members while driving adherence to schedules and service level expectations. Additionally, this position collaborates with leadership to improve processes and ensure consistent execution across operations. 

Pay: $25/hr
Benefits package: Health, dental, vision insurance; paid time off; 401(k)/retirement; disability
 

Core Responsibilities  

• Oversee daily scheduling operations for inbound and outbound teams  

• Monitor staffing levels and adjust schedules to meet business demands and service levels  

• Serve as the primary escalation point for scheduling-related issues  

• Provide coaching, guidance, and support to schedulers and team members  

• Ensure adherence to schedules, attendance policies, and productivity standards  

• Analyze scheduling data and performance metrics to identify trends and opportunities for improvement  

• Collaborate with leadership to develop and implement scheduling strategies  

• Assist in workforce planning, forecasting, and capacity management  

• Maintain accurate scheduling records and ensure system updates are completed timely  

• Support process improvements and contribute to the development of SOPs and best practices 

Qualifications  

• High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred  or work experience  

• 2–4 years of relevant experience in scheduling, workforce management, or call center operations  

• Prior leadership or team lead experience preferred  

• Strong analytical and problem-solving skills  

• Proficiency in scheduling tools, Microsoft Office, and workforce management systems  

• Excellent communication, organizational, and decision-making skills