Medical Customer Service Team Leader

About the role

We are a US‑based specialty medical practice with two Texas locations seeking a player‑coach Team Leader. You will split your time between handling your own patient‑scheduling calls and leading a remote scheduling team to keep provider calendars full and staff engaged.

Key responsibilities

• Make outbound calls to schedule appointments, conduct recall outreach, and fill schedule gaps across both locations.
• Work provider schedules directly in athenahealth (athenaOne): book, confirm, reschedule, and manage appointments.
• Model call quality, patient communication, and scheduling accuracy for the team.
• Lead, coach, and develop a remote call‑center team: conduct one‑ons, onboard new hires, create scripts and SOPs.
• Monitor schedule utilization, identify gaps early, and report performance metrics to practice management.
• Serve as escalation point for complex scheduling issues and communicate proactively about staffing or workflow challenges.

Required profile

• Minimum 2 years experience in a medical call center, patient scheduling, or patient access role.
• Prior experience as a team lead, supervisor, or senior call‑center staff.
• Demonstrated player‑coach ability – comfortable leading while maintaining a personal call load.
• Strong verbal communication and a results‑oriented mindset.

Required skills

• Proficiency with athenahealth (athenaOne) scheduling platform.