Customer Care Center Team Lead

AudioNova – A Sonova Brand

Location: Remote
Department: Patient Revenue Operations & Conversions
Employment Type: Full-Time
Base Salary: $62,000–$72,000 annually + performance-based incentive opportunity

At AudioNova, we are passionate about helping people experience the delight of hearing without limitations. We connect patients with hearing healthcare through exceptional service, innovative solutions, and a patient-first approach.

The Team Lead, Patient Scheduling & Conversions leads, coaches, and develops a team of Patient Scheduling & Conversion Specialists supporting inbound and outbound patient engagement. This role helps ensure patients receive exceptional service while the team achieves appointment scheduling, conversion, quality, productivity, attendance, and patient experience goals.

The Team Lead uses CRM and contact center systems, quality results, and performance reporting to monitor performance and identify opportunities for improvement. This leader serves as a frontline resource for escalations, operational questions, process changes, and employee development, partnering with Operations, Workforce Management, Quality Assurance, Training, Analytics, Marketing, clinic teams, and other cross-functional partners.

• Lead, coach, and develop a team of Patient Scheduling & Conversion Specialists.
• Provide daily direction, support, and performance feedback; conduct regular one-on-one coaching sessions, performance discussions, and team meetings.
• Monitor individual and team performance against scheduling, conversion, show-up, quality, productivity, and patient experience goals.
• Use performance reports, call observations, and quality results to identify coaching opportunities and improve results.
• Develop and monitor performance improvement plans and employee development plans.
• Reinforce approved call flows, scripts, scheduling processes, patient engagement standards, and accurate CRM documentation.
• Monitor attendance, schedule adherence, productivity, service levels, and real-time operational needs.
• Resolve escalated patient concerns and guide complex patient interactions with professionalism and compassion.
• Partner with Quality Assurance and Training to address performance gaps and support onboarding and ongoing employee development.
• Communicate business updates, process changes, priorities, and performance expectations.
• Collaborate with clinic teams, hearing care professionals, and cross-functional departments.
• Support patient engagement initiatives, process improvement, and contact center transformation efforts, including SMS, chat, and digital channels.
• Assist with interviewing, selecting, and onboarding new team members, and support patient interactions when operationally necessary.

• Minimum 3 years of experience in a Team Lead, Supervisor, or contact center leadership position.
• Minimum 5 years of customer service, sales, appointment setting, patient scheduling, or contact center experience.
• Experience leading teams in retail healthcare, patient access, medical scheduling, hearing care, dental, vision, wellness, or a similar appointment-based environment.
• Demonstrated success coaching employees to achieve scheduling, conversion, productivity, patient experience, and quality goals.
• Experience managing KPIs, coaching plans, performance improvement plans, and employee development.
• Strong leadership, communication, conflict resolution, relationship-building, and problem-solving skills.
• Ability to interpret performance data and develop action plans that improve individual and team results.
• Ability to manage multiple priorities and respond effectively to changing business needs.
• Dedicated, quiet work-from-home environment and reliable high-speed internet connection.

• Experience using CRM, quality, workforce management, scheduling, and contact center systems.
• Experience leading remote employees or distributed teams.
• Bilingual English/Spanish communication skills.

• High school diploma or equivalent required.
• Associate or bachelor’s degree in business, healthcare, communications, leadership, or a related field preferred.
• An equivalent combination of education and relevant leadership experience will be considered.

Success in this role may be measured by team schedule rate, appointments scheduled, show-up rate, conversion rate, completed evaluations, customer satisfaction, first contact resolution, escalation resolution, quality assurance scores, documentation accuracy, compliance, coaching completion, attendance, schedule adherence, productivity, service level support, employee retention, and engagement.

Base salary: $62,000–$72,000 annually, with an opportunity to earn additional compensation through a performance-based incentive program tied to team scheduling results, quality, attendance, patient experience, and operational performance.

• Medical, dental, and vision insurance.
• 401(k) with company match.
• Paid time off and paid holidays.
• Employee Assistance Program.
• Free hearing aids for employees and discounts for qualified family members.
• Career development, leadership training, and performance recognition opportunities.
• Remote work environment.

At AudioNova, your leadership helps patients take the first step toward better hearing. You’ll have the opportunity to develop people, strengthen team performance, improve access to hearing care, and contribute to a growing Patient Revenue Operations & Conversions organization focused on exceptional patient care, operational excellence, and continuous improvement.

AudioNova is an equal opportunity employer. We are committed to providing equal employment opportunities and fostering a workplace where people of diverse backgrounds can belong, grow, and have an impact.