团队负责人 - 预约调度运营
Team Leader - Appointment Scheduling Operations
Advantmed是一家领先的医疗解决方案公司，与健康计划和医疗机构合作，通过人群健康管理、预防性护理、风险调整和护理协调项目改善患者结果。我们的团队致力于帮助会员获得所需的护理，同时在美国范围内对医疗质量产生实质性影响。
职位概述
团队主管负责管理一支10-20人的预约调度专员团队，支持医疗外展、会员参与、预约安排、确认和重新安排活动。该职位对团队绩效、生产力、质量、出勤率、合规性和服务交付负责，同时确保卓越的会员体验。
主要职责
团队管理
- 领导、指导和发展一支10-20人的预约调度专员团队。
- 进行每日例会、辅导会议和绩效评估。
- 实时监控绩效并在需要时提供即时支持。
- 管理出勤率、排班遵守情况和员工参与度。
- 为表现不佳的员工制定行动计划。
运营管理
- 确保每日、每周和每月的预约目标达成。
- 推动预约安排、确认和转化的绩效。
- 管理工作量分配和人力资源利用。
- 与人力管理、培训、质量保证和运营领导合作。
- 支持新活动和流程变更的实施。
质量与合规
- 确保符合HIPAA和公司合规标准。
- 审查质量评分并进行校准会议。
- 监控电话处理实践和会员互动。
- 推动文档准确性和CRM合规性。
绩效管理
- 分析KPI趋势并识别改进机会。
- 对绩效差距进行根本原因分析。
- 为团队成员制定绩效改进计划。
- 准备运营报告并向领导层汇报结果。
利益相关者管理
- 作为运营与支持职能之间的主要联系人。
- 与质量保证、培训、人力管理和客户服务中心团队合作。
- 升级运营风险并实施纠正措施。
要求
必备资格
- 本科以上学历优先。
- 至少3年呼叫中心经验。
- 至少2年团队主管或经理经验。
- 具有医疗预约经验、会员外展经验者优先。
查看英文原文
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.
- Escalate operational risks and implement corrective actions.
Requirements
Required Qualifications
- Bachelor's Degree preferred.
- Minimum 3 years of call center experience.
- Minimum 2 years of Team Lead or Supervisor experience.
- Experience in Healthcare Scheduling, Member Outreach, AWV, HRA, Risk Adjustment, or Care Gap Closure programs preferred.
- Strong people management and coaching skills.
- Advanced knowledge of Microsoft Excel and reporting tools.
- Experience with CRM and appointment scheduling systems.
Preferred Experience
- Medicare, Medicaid, or Health Plan outreach experience.
- Healthcare provider or payer environment experience.
- Multi-channel communication management (Phone, SMS, Email).
- Experience managing remote teams.
Key Performance Indicators (KPIs)
- Appointment Volume Achievement
- Conversion Rate
- Confirmation Rate
- Show Rate
- Quality Score
- Schedule Adherence
- Attendance
- Productivity per FTE
- Compliance Score
- Employee Engagement
- Attrition Management
Core Competencies
- Leadership
- Coaching & Development
- Performance Management
- Analytical Thinking
- Communication Skills
- Problem Solving
- Stakeholder Management
- Decision Making
- Accountability
- Customer Focus
Benefits
- Competitive Hourly Pay
- Health Benefits
- Paid Time Off (PTO)
- 401(k) Plan
Originally posted on Himalayas