Call Center Team Lead

Summary:

Provides daily operational guidance and support to Call Center Scheduling Representatives. Serves as the primary escalation point for complex scheduling issues or provider requests. Assist management with training, mentoring, and onboarding of new scheduling staff. Monitor staff productivity, call handling performance, and scheduling accuracy. Ensure standardized scheduling workflows and best practices are consistently followed across all imaging locations. Support staff with difficult patient interactions and service recovery when needed. Promote a patient-first culture focused on access, service excellence, and efficiency. Essential Duties and Responsibilities These duties and responsibilities described below represent the general tasks performed on a daily basis; other tasks may be assigned. Team Leadership & Oversight

• Provide day-to-day operational guidance and support for front desk registration staff under the direction of the Business Office Manager.
• Assist with staff training, onboarding, mentoring, and ongoing performance support.
• Monitor staff productivity, call handling performance, and scheduling accuracy to ensure performance standards are met.
• Ensure standardized scheduling workflows and best practices are followed across all imaging locations and promote a patient-first service culture. Scheduling Operations
• Oversee scheduling of outpatient imaging exams ensuring adherence to modality protocols, exam requirements, and location capabilities.
• Support complex scheduling needs including multi-exam coordination, urgent/STAT requests, and protocol-dependent studies.
• Monitor and optimize schedules to ensure efficient use of imaging equipment and appointment availability.
• Ensure patients receive accurate preparation instructions, arrival expectations, and appointment details. Work Queue & System Management
• Monitor scheduling work queues and workflow systems to ensure orders are indexed, documented, and routed appropriately.
• Identify workflow bottlenecks and collaborate with IT and leadership to improve scheduling systems, templates, and processes.
• Assist with reporting, tracking, and maintaining scheduling metrics and performance indicators. Communication & Coordination
• Coordinate scheduling requirements with Prior Authorization, Front Desk, Clinical Teams, and Imaging Departments.
• Communicate with referring provider offices to clarify orders and resolve scheduling issues, conflicts, or patient concerns.
• Serve as a liaison between the call center and imaging site leadership to support urgent or high-priority scheduling needs. Quality & Compliance
• Ensure compliance with organizational policies, regulatory requirements, and documentation standards; monitor scheduling accuracy and assist with process improvement initiatives.

Supervisory Responsibilities Reports to:

Business Office Manager Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience Minimum Required Education:

High School Diploma or GED required

Required Experience:

Five years of Revenue Cycle work required. Three years of call center experience required.

Certificates, Licenses, Registrations:

Billing/coding certification or degree preferred. Physical Demands & Work Environment The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Separate sheet documenting description of physical demands and working conditions must be included/attached as last page of the finalized job description. High School or better in General Studies. Certified Professional Co Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.