Advantmed
Team Leader - Appointment Scheduling Operations
About this role
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.