Job Description
Job Description
About Us:
Allevio Care is a leading provider of healthcare services, dedicated to improving the quality of life for our patients. We offer a comprehensive range of services through our network of clinics, providing patients with accessible and effective care. Our mission is to ensure every patient receives the highest standard of care, and we are looking for a Scheduling Center Team Lead to support and guide our growing scheduling center team.
Position Overview:
The Scheduling Center Team Lead plays a key role in ensuring the success of our scheduling center operations. This position is responsible for supervising day-to-day team performance, coaching staff, ensuring quality service delivery, and maintaining a positive and productive work environment.
Key Responsibilities:
-
Supervise and support a team of 8–15 scheduling center representatives
-
Monitor call performance, call quality, and productivity metrics
-
Provide real-time feedback, coaching, and mentoring to team members
-
Conduct regular 1:1 check-ins and performance reviews
-
Handle escalated calls or issues and ensure timely resolution
-
Maintain daily, weekly, and monthly performance reports
-
Assist in developing key resources and tools for team members using Excel, Adobe, Word and other Office 365 applications
-
Ensure the team meets KPIs related to customer satisfaction, call handling time, and response quality
-
Collaborate with management to identify process improvements and training needs
-
Assist with onboarding and training of new hires
-
Foster a culture of accountability, engagement, and continuous improvement
Qualifications:
-
2+ years of call center experience required
-
1+ year in a leadership, supervisory, or senior representative role preferred
-
1+ year experience in a medical field/industry is required
-
Strong communication and interpersonal skills
-
Experience and familiarity with Healthcare Insurance is a plus
-
Ability to lead by example and handle sensitive or escalated situations professionally
-
Proficient in call center software, CRM tools, and performance tracking systems
-
Highly organized, detail-oriented, and proactive with strong organizational skills and attention to detail.
-
Comfortable giving constructive feedback and leading coaching conversations
-
Bilingual (English/Spanish) is a plus
-
Ability to multitask and work effectively in a fast-paced environment.
-
Proficiency in basic computer skills and knowledge of medical terminology
What We Offer:
-
Competitive pay
-
Paid time off and holidays
-
Health, dental, and vision insurance
-
401(k) with company match
-
Ongoing leadership development and amazing career growth opportunities
-
A supportive, inclusive, and team-oriented work environment
How to Apply:
Submit your resume and a brief cover letter explaining why you’d be a great fit for this leadership role. We look forward to learning more about you!