Call center / Health center team leader and appointment scheduling - Advanced English indispensable

Health Contact Center and Patient Appointment Scheduling Team Leader

Experience and training

• Between 3 and 5 years of experience in health centers, patient appointment scheduling, patient access, customer service, etc.
• At least one year of experience in team management.
• University degree indispensable; preferably in health, administration, or business.
• Advanced English INDISPENSABLE.

Required skills

• Knowledge of contact center operations, customer service, and appointment scheduling.
• Practical knowledge of patient logistics in the health sector and electronic health record and appointment scheduling systems.
• Oral and written communication, patient service orientation.
• Coaching, analysis, problem-solving, and team management.

Responsibilities and activities:

• Team management and leadership:
• Lead and support the appointment scheduling and contact center team serving patients.
• Supervise productivity, quality, attendance, schedule compliance, and call management.
• Provide coaching and feedback.
• Manage patient resolutions and complex scheduling situations.

• Operational work:
• Ensure the scheduling, rescheduling, confirmation, and cancellation of appointments.
• Monitor key contact center metrics, such as service level, time, resolution, quality, and appointment conversion or completion.
• Identify recurring call reasons, scheduling barriers, gaps, training needs, and implement corrective actions.
• Support personnel management and workloads to maintain coverage during peak demand periods.

• Quality, compliance, and continuous improvement:
• Perform or support quality reviews, coaching, performance improvement, and team meetings.
• Ensure compliance with policies, information security, and privacy.
• Collaborate with other areas.
• Support process standardization, procedure updates, and continuous improvement initiatives.

Salary of: $31,500 gross per month. Medical insurance. Food vouchers 30 days of aguinaldo Schedule from Monday to Friday from 7:00 a.m. to 4:30 p.m. Work zone: Near Plaza del Sol.

-Requirements- Minimum education: Higher education - Bachelor's degree 3 years of experience Languages: English Age: From 25 years old onwards

Keywords: callcenter, teleoperador, telefonista, telephonist, telefonico, jefe, gerente, manager, director, chief, lead, jefatura, regente, health, salut