Medical Customer Service Team Leader

1 hour, 16 minutes ago
Full-time
Junior
Customer and Technical Support
Remote Raven

Remote Raven

Remote Raven connects clients with highly qualified virtual assistants to quickly fill positions, enabling businesses to focus on core activities with no start-up fees.

Professional Services
11-50

Description

  • Make outbound calls to patients for appointment scheduling, recall outreach, and schedule gap-filling across both practice locations.
  • Work provider schedules directly in Athena Health by booking, confirming, and managing appointments to maximize schedule utilization.
  • Lead, support, and motivate a remote call center team responsible for patient scheduling and appointment management.
  • Identify inefficiencies in call center workflows and implement practical improvements that increase fill rates and reduce patient wait times.
  • Develop and maintain clear processes, scripts, and workflows for consistent team performance.
  • Monitor team performance against scheduling targets and KPIs and address gaps quickly and constructively.
  • Oversee daily scheduling operations, resolve conflicts, and optimize patient access for both practice locations.
  • Conduct regular one-on-ones, team check-ins, coaching, recognition, and onboarding for new team members.
  • Track and report call center metrics, provide performance updates to practice management, and serve as the escalation point for complex scheduling issues.
  • Communicate proactively about scheduling challenges, staffing gaps, coverage needs, and operational issues.

Requirements

  • 2 or more years of experience in a medical call center, patient scheduling, or patient access role.
  • Prior experience in a team lead, supervisor, or senior call center role.
  • Ability to work as a player-coach while handling both team leadership and personal call/scheduling workload.
  • Strong verbal communication skills and a warm, professional phone presence.
  • Track record of meeting or exceeding scheduling targets and driving schedule utilization.
  • Organized and detail-oriented with the ability to manage multiple schedules, priorities, and team members in a fast-paced remote environment.
  • Self-directed and reliable without needing daily supervision.
  • Athena Health (athenaOne) experience is highly preferred.
  • Experience managing a remote call center team is preferred.
  • Background in sleep medicine, neurology, pulmonology, or a specialty medical practice is preferred.
  • Familiarity with insurance benefits verification, prior authorizations, and referral processing is preferred.
  • Experience building or improving call center workflows, scripts, or SOPs is preferred.
  • This is a full-time, 100% remote role.

Benefits

  • 100% remote work.
  • Full-time position.
  • Up to $7/hr compensation.

Interested in this position?

Apply directly on the company website

Apply Now

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