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Call Center Team Lead
Roseland Management, a management organization, is currently seeking a Full-Time Call Center Team Lead to join our Corporate Shared Services team, supporting our interventional pain management and spine clinics across Texas and Georgia, and working out of our Tyler, Texas office.
At Roseland Management, we are dedicated to delivering healthcare with the highest standards of pride, service, and compassion. We recruit elite professionals who demonstrate integrity, leadership, and a passion for patient care.
Position Overview
The Call Center Team Lead oversees the scheduling and coordination of new patient referrals and appointment requests, ensuring an exceptional patient experience and efficient workflow within the scheduling department. This position is ideal for a candidate with prior medical call center leadership experience, strong communication skills, and the ability to lead by example in a fast-paced environment.
Essential Functions & Responsibilities
Lead the Call Center team in managing inbound and outbound calls for new patient scheduling and physician referrals.
Ensure prompt, accurate, and friendly communication with patients, promoting a caring and professional culture.
Oversee the accuracy of scheduling activities within the Electronic Practice Management (EPM) system, aligning provider availability with patient preferences.
Monitor daily call volumes, wait times, and performance metrics to ensure departmental goals are met.
Support team members with training, coaching, and ongoing performance feedback.
Conduct pre-registration and clinical screenings to streamline insurance authorization and medical record collection.
Collaborate closely with clinical teams, Clinic Managers, and business development staff to optimize scheduling efficiency and reduce cancellations.
Manage escalated patient concerns and ensure timely resolution.
Participate in departmental meetings and contribute to process improvement initiatives.
Qualifications
High school diploma or equivalent required; associate or bachelor’s degree preferred.
Minimum of 3–5 years of experience in a medical call center or patient scheduling environment, including at least 1 year in a leadership or team lead role.
Strong knowledge of medical insurance and referral coordination required.
Prior knowledge and use of NextGen a plus
Proficiency with Microsoft Office Suite and general computer applications.
Excellent verbal and written communication skills, with the ability to motivate and guide team members.
Demonstrated ability to manage time effectively, meet deadlines, and maintain professionalism under pressure.
Regular, dependable, and reliable attendance is essential.
About Us
Joining Roseland Management means linking arms with healthcare leaders in Texas and Georgia and growing with a dynamic, innovative team dedicated to excellence in patient care and operational performance.
Roseland Management is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
