Team Leader - Appointment Scheduling Operations

Advantmed is a leading healthcare solutions company that partners with health plans and providers to improve patient outcomes through population health, preventive care, risk adjustment, and care coordination programs. Our team is dedicated to helping members access the care they need while making a meaningful impact on healthcare quality across the United States.
Position Summary
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.
Key Responsibilities
Team Management
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
Operations Management
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
Quality & Compliance
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
Performance Management
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
Stakeholder Management
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
Required Qualifications
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
Preferred Experience
Medicare, Medicaid, or Health Plan outreach experience
Healthcare provider or payer environment experience
Multi-channel communication management (Phone, SMS, Email)
Experience managing remote teams
Key Performance Indicators (KPIs)
Appointment Volume Achievement
Conversion Rate
Confirmation Rate
Show Rate
Quality Score
Schedule Adherence
Attendance
Productivity per FTE
Compliance Score
Employee Engagement
Attrition Management
Core Competencies
Leadership
Coaching & Development
Performance Management
Analytical Thinking
Communication Skills
Problem Solving
Stakeholder Management
Decision Making
Accountability
Customer Focus
Benefits
Competitive Hourly Pay
Health Benefits
Paid Time Off (PTO)
401(k) Plan

Work arrangement
Yes