Lead Appointment Call Center Agent
Mind Australia, Farmington Hills, MI, United States
Job Description - Team Lead Appointment Call Center Agent
Classification - FSLA
-
Non-Exempt - hourly
Salary Grade/Level/Range
Level of experience, longevity, within current company pay structure.
Reports to
Appointment Call Center Manager
Summary/Objective
The Appointment Call Center Team Lead is responsible for overseeing the daily operations of the neurology practice's appointment scheduling team. This role ensures timely patient access, accurate scheduling for complex neurology visit types and procedures, high-quality patient service, and staff performance accountability. The Team Lead serves as a subject matter expert for neurology scheduling workflows.
Essential Functions
Provide day-to-day supervision and support to appointment call center staff. Ensure accurate scheduling for neurology-specific visit types including new patient, follow-up, hospital re-checks, procedures, and telehealth. Adhere to provider templates, visit duration requirements, and clinical appropriateness Support same-day, urgent, and referral-driven scheduling workflows. Monitor real-time call queues, staffing levels, and schedule adherence. Assist management with staffing coverage, time-off coordination, and workload distribution. Monitor call quality and scheduling accuracy. Conduct weekly schedule audits. Provide coaching and feedback to agents. Assist with onboarding and training of new staff. Communicate updates related to providers, templates, and policies. Address escalated patient concerns with empathy and professionalism. Ensure timely follow-up for unresolved scheduling issues. Participate in access and operational improvement initiatives. Reinforce standardized neurology scheduling protocols. Ensure compliance with HIPAA and organizational policies. Other duties as assigned by management. Qualities and Characteristics
Maintains a professional relationship and positive attitude with co-workers and patients. Strong communication and customer service abilities. High attention to detail. Strives to learn more and receptive to new challenges and opportunities. Displays enthusiasm toward the work and the mission of M.I.N.D. Qualifications
High School Diploma or GED. (required) 3+ year experience/understanding of health insurance, appointment scheduling software and tracking. (required) 3+ year call center experience (required) 1+ year lead or supervisory experience (preferred) Neurology specialty practice experience (preferred) Work Environment This job operates in a medical office facility. This role routinely uses office equipment such as computers, phones, and copiers. Fast-paced work environment based on elective and urgent/emergent situations.
Physical Demands
This position requires the ability to sit for long periods of time, answering calls on a multi-line phone system, prolonged viewing of computer screen, writing, reading and note taking.
Position Type/Expected Hours of Work This is a full-time in-person position. It is an 8-hour shift, Monday through Friday, varying hours between 7:30 a.m. to 4:30 p.m.
Travel - none
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Employees should adhere to all approved policies, procedures and philosophies.
Classification - FSLA
-
Non-Exempt - hourly
Salary Grade/Level/Range
Level of experience, longevity, within current company pay structure.
Reports to
Appointment Call Center Manager
Summary/Objective
The Appointment Call Center Team Lead is responsible for overseeing the daily operations of the neurology practice's appointment scheduling team. This role ensures timely patient access, accurate scheduling for complex neurology visit types and procedures, high-quality patient service, and staff performance accountability. The Team Lead serves as a subject matter expert for neurology scheduling workflows.
Essential Functions
Provide day-to-day supervision and support to appointment call center staff. Ensure accurate scheduling for neurology-specific visit types including new patient, follow-up, hospital re-checks, procedures, and telehealth. Adhere to provider templates, visit duration requirements, and clinical appropriateness Support same-day, urgent, and referral-driven scheduling workflows. Monitor real-time call queues, staffing levels, and schedule adherence. Assist management with staffing coverage, time-off coordination, and workload distribution. Monitor call quality and scheduling accuracy. Conduct weekly schedule audits. Provide coaching and feedback to agents. Assist with onboarding and training of new staff. Communicate updates related to providers, templates, and policies. Address escalated patient concerns with empathy and professionalism. Ensure timely follow-up for unresolved scheduling issues. Participate in access and operational improvement initiatives. Reinforce standardized neurology scheduling protocols. Ensure compliance with HIPAA and organizational policies. Other duties as assigned by management. Qualities and Characteristics
Maintains a professional relationship and positive attitude with co-workers and patients. Strong communication and customer service abilities. High attention to detail. Strives to learn more and receptive to new challenges and opportunities. Displays enthusiasm toward the work and the mission of M.I.N.D. Qualifications
High School Diploma or GED. (required) 3+ year experience/understanding of health insurance, appointment scheduling software and tracking. (required) 3+ year call center experience (required) 1+ year lead or supervisory experience (preferred) Neurology specialty practice experience (preferred) Work Environment This job operates in a medical office facility. This role routinely uses office equipment such as computers, phones, and copiers. Fast-paced work environment based on elective and urgent/emergent situations.
Physical Demands
This position requires the ability to sit for long periods of time, answering calls on a multi-line phone system, prolonged viewing of computer screen, writing, reading and note taking.
Position Type/Expected Hours of Work This is a full-time in-person position. It is an 8-hour shift, Monday through Friday, varying hours between 7:30 a.m. to 4:30 p.m.
Travel - none
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Employees should adhere to all approved policies, procedures and philosophies.