[Hiring] Medical Customer Service Team Leader @Remote Raven

Role Description

This is a player-coach position — and that distinction matters. We are not looking for someone who manages from a distance. We need a team lead who is in the trenches with the team, personally making calls, filling schedules, and setting the standard for what great looks like. At the same time, you will be responsible for the efficiency, performance, and morale of the entire call center team.

You will own two outcomes: full provider schedules and a team that is engaged, supported, and equipped to do their best work. If you are someone who leads by example, gets energized by hitting scheduling targets, and genuinely cares about the people on your team, this role was built for you.

Athena Health experience is highly preferred — candidates familiar with Athena will be able to contribute immediately and require significantly less ramp-up time.

Key Responsibilities

• Player-Coach — Calling & Scheduling
  • Make outbound calls to patients for appointment scheduling, recall outreach, and schedule gap-filling across both practice locations.
  • Work provider schedules directly in Athena Health — booking, confirming, and managing appointments to maximize schedule utilization.
  • Model the standard for call quality, patient communication, and scheduling accuracy that you expect from your team.
  • Step in to cover call volume when team capacity is stretched — your contribution is a daily expectation, not an occasional act.
• Team Leadership & Efficiency
  • Lead, support, and motivate a remote call center team responsible for patient scheduling and appointment management across two Texas locations.
  • Build a culture where the team feels supported, valued, and clear on what is expected — team happiness and retention are part of your success metrics.
  • Identify inefficiencies in current call center workflows and implement practical improvements that increase schedule fill rates and reduce patient wait times.
  • Develop and maintain clear processes, scripts, and workflows that help the team perform consistently and confidently.
  • Monitor team performance against scheduling targets and KPIs — and address gaps quickly and constructively.
• Scheduling Operations
  • Oversee the daily scheduling operations for both practice locations — ensuring provider schedules are full, conflicts are resolved, and patient access is optimized.
  • Monitor schedule utilization and proactively identify and fill gaps before they become problems.
  • Coordinate patient scheduling workflows including new patient intake, follow-up appointments, testing scheduling, and recalls.
  • Ensure all scheduling activity is documented accurately and completely in Athena Health.
  • Communicate scheduling updates, coverage needs, and operational issues to practice management promptly.
• Coaching & Development
  • Conduct regular one-on-ones and team check-ins to provide feedback, coaching, and recognition.
  • Identify team member strengths and development areas and tailor coaching accordingly.
  • Onboard new call center team members and ensure they are trained, confident, and supported from day one.
  • Create an environment where team members feel comfortable asking for help and raising concerns — and where those concerns actually get addressed.
  • Celebrate wins — individually and as a team — and build the kind of culture people want to stay in.
• Reporting & Communication
  • Track and report on key call center metrics including call volume, schedule fill rate, new patient conversion, and team productivity.
  • Provide regular performance updates to practice management with clear insights and recommendations.
  • Communicate proactively when scheduling challenges, staffing gaps, or workflow issues arise — no surprises.
  • Serve as the primary point of escalation for complex patient scheduling issues that need leadership-level resolution.

Qualifications

• 2 or more years of experience in a medical call center, patient scheduling, or patient access role — sleep medicine, pulmonology, or specialty practice experience is a strong plus.
• Prior experience in a team lead, supervisor, or senior call center role.
• Proven ability to work as a player-coach — you are comfortable leading a team and handling a personal call and scheduling workload simultaneously.
• Strong verbal communication skills and a confident, warm, professional phone presence.
• Track record of meeting or exceeding scheduling targets and driving schedule utilization.
• Organized and detail-oriented with the ability to manage multiple schedules, priorities, and team members in a fast-paced remote environment.
• Self-directed and reliable — you do not need daily supervision to stay on task and perform at a high level.

Preferred Qualifications

• Athena Health (athenaOne) experience — highly preferred and will significantly shorten ramp-up time.
• Experience managing a remote call center team.
• Background in sleep medicine, neurology, pulmonology, or a specialty medical practice.
• Familiarity with insurance benefits verification, prior authorizations, and referral processing.
• Experience building or improving call center workflows, scripts, or SOPs.

What Success Looks Like

• Provider schedules at both locations are consistently full — with proactive outreach happening before gaps appear.
• Your team is hitting their individual targets and feels supported, coached, and engaged.
• New team members onboard smoothly and reach productivity faster because of your training and support.
• Patient interactions are handled professionally and warmly — every call reflects well on the practice.
• Practice management always knows where scheduling stands — because you communicate before they have to ask.
• You are the kind of team lead that people genuinely want to work for — and that shows in retention, performance, and morale.

Job Details

• This is a full time job.
• 100% Remote.
• Up to $7/hr.