Team Leader – Appointment Scheduling Operations

Advantmed

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

Posted 9/24/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and coaching abilities to develop and manage a team of Appointment Scheduling Specialists, ensuring adherence to compliance standards and achieving performance targets. Proficient in analyzing KPI trends and implementing performance improvement plans in a healthcare scheduling environment.

Highest-signal resume keywords

Team LeadershipHealthcare Scheduling ExperiencePerformance ManagementAdvanced Microsoft ExcelCRM Systems

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Center ExperienceAppointment Volume AchievementConversion RateQuality ScoreSchedule AdherenceCompliance ScoreAnalytical ThinkingProblem SolvingDecision MakingAttendance Management

Soft Skills

Coaching & DevelopmentCommunication SkillsStakeholder ManagementCustomer FocusAccountability

Tools & Technologies

Reporting ToolsAppointment Scheduling SystemsCRM SoftwareMicrosoft Excel

Certifications & Qualifications

Bachelor's Degree Preferred

Industry Keywords

HealthcareMedicareMedicaidHealth Plan OutreachCare Gap ClosureMember OutreachAWVHRARisk AdjustmentMulti-channel Communication Management

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Bachelor's Degree preferred.
Minimum 3 years of call center experience.
Minimum 2 years of Team Lead or Supervisor experience.
Experience in Healthcare Scheduling, Member Outreach, AWV, HRA, Risk Adjustment, or Care Gap Closure programs preferred.
Strong people management and coaching skills.
Advanced knowledge of Microsoft Excel and reporting tools.
Experience with CRM and appointment scheduling systems.
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

Benefits

Comp & perks

Competitive Hourly Pay
Health Benefits
Paid Time Off (PTO)
401(k) Plan