Team Leader - Appointment Scheduling Operations

The Team Leader is responsible for managing a team of Appointment Scheduling Specialists supporting healthcare outreach, member engagement, appointment booking, confirmations, and rescheduling activities. The role is accountable for team performance, productivity, quality, attendance, compliance, and service delivery while ensuring an exceptional member experience.

Lead, coach, and develop a team of 10-20 Appointment Scheduling Specialists.

Conduct daily huddles, coaching sessions, and performance reviews.

Monitor real-time performance and provide immediate support when required.

Manage attendance, schedule adherence, and employee engagement.

Create action plans for underperforming employees.

Ensure daily, weekly, and monthly scheduling targets are achieved.

Drive appointment booking, confirmation, and conversion performance.

Manage workload distribution and workforce utilization.

Collaborate with Workforce Management, Training, QA, and Operations leadership.

Support implementation of new campaigns and process changes.

Ensure adherence to HIPAA and company compliance standards.

Review quality scores and conduct calibration sessions.

Monitor call handling practices and member interactions.

Drive documentation accuracy and CRM compliance.

Analyse KPI trends and identify improvement opportunities.

Conduct root cause analysis for performance gaps.

Develop performance improvement plans for team members.

Prepare operational reports and present results to leadership.

Act as the primary point of contact between Operations and Support Functions.

Partner with QA, Training, Workforce Management, and Client Services teams.

Escalate operational risks and implement corrective actions.

Medicare, Medicaid, or Health Plan outreach experience.

Healthcare provider or payer environment experience.

Multi-channel communication management (Phone, SMS, Email).

Experience managing remote teams.

Appointment Volume Achievement

Conversion Rate

Confirmation Rate

Show Rate

Quality Score

Schedule Adherence

Attendance

Productivity per FTE

Compliance Score

Employee Engagement

Attrition Management

Leadership

Coaching & Development

Performance Management

Analytical Thinking

Communication Skills

Problem Solving

Stakeholder Management

Decision Making

Accountability

Customer Focus