Medical Customer Service Team Leader

A US-based specialty medical practice with two Texas locations is hiring a player-coach team lead to own two outcomes at once: provider schedules that stay full, and a remote patient-scheduling team that stays engaged, supported, and consistently hitting target. This is not a manage-from-a-distance role. You lead the team and carry your own daily call and scheduling load — modeling the standard for call quality, scheduling accuracy, and patient communication that you expect from everyone else. You'll work provider schedules directly in athenahealth, making outbound calls to patients for appointment scheduling, recall outreach, and gap-filling across both practice locations. You'll also lead, coach, and develop the team behind that work: running one-on-ones, onboarding new hires, building scripts and SOPs, monitoring performance against KPIs, and keeping practice management informed before problems surface. By day 90, success means full provider schedules at both locations, a team that is hitting individual scheduling targets and feels genuinely supported, and a no-surprises reporting rhythm with US-based management. This role suits an experienced patient-scheduling professional who has already led a small team, knows medical call-center work from the inside, and is energized by both hitting schedule-fill targets personally and lifting a team to do the same. Responsibilities Make outbound patient calls for appointment scheduling, recall outreach, and schedule gap-filling across both Texas locations — as a daily personal contribution, not occasional cover Work provider schedules directly in athenahealth (athenaOne): book, confirm, reschedule, and manage appointments to maximize schedule utilization Model the standard for call quality, patient communication, and scheduling accuracy for the team Lead, support, and motivate a remote call-center team responsible for patient scheduling across two locations Monitor schedule utilization and proactively identify and fill gaps before they become problems Coordinate scheduling workflows: new-patient intake, follow-ups, testing/diagnostic scheduling, and recalls Develop and maintain scripts, workflows, and SOPs that help the team perform consistently Run regular one-on-ones and team check-ins for feedback, coaching, and recognition; onboard new team members to productivity quickly Track and report on call volume, schedule fill rate, new-patient conversion, and team productivity, with clear insights and recommendations for practice management Serve as the primary escalation point for complex patient scheduling issues Communicate proactively about scheduling challenges, staffing gaps, or workflow issues — no surprises 2+ years of experience in a medical call center, patient scheduling, or patient access role Prior experience as a team lead, supervisor, or in a senior call-center role Demonstrated player-coach ability: comfortable leading a team while personally carrying a call and scheduling workload Strong verbal communication and a confident, warm, professional phone presence in clear, neutral English A track record of meeting or exceeding scheduling targets and driving schedule utilization Organized and detail-oriented, able to manage multiple provider schedules, priorities, and team members in a fast-moving remote environment Self-directed and reliable — high performance without daily supervision Comfortable handling patient information responsibly, in line with US privacy standards Nice to Have athenahealth (athenaOne) experience — significantly shortens ramp-up time Experience managing a remote call-center team Background in sleep medicine, pulmonology, neurology, or another specialty practice Familiarity with insurance benefits verification, prior authorizations, and referral processing Experience building or improving call-center workflows, scripts, or SOPs What We Offer Up to $ 7 /hour 100% remote work Full-time role To Apply Ensure your LinkedIn profile and resume are up-to-date and comprehensive, and complete the assessment in this link: [ https://assessment.aptiveindex.com/s/HSFj2GYPAqlZ ] Data privacy: By applying, you consent to being contacted via the contact information provided in your application for recruitment purposes only. A note on scheduling: Initial recruiter calls run in US Mountain Standard Time (MST), within a 3:00 AM – 1:00 PM MST window — roughly 6:00 PM – 4:00 AM Philippine time (PHT). We know the time difference is a real ask, and we genuinely appreciate your flexibility.