[Hiring] Team Lead, Patient Scheduling Campaign @HelpSquad, LLC

Role Description

This is a remote position. We are building a dedicated outbound calling team for a U.S. healthcare client running a patient wellness-visit scheduling campaign. We need a Team Lead to run the floor: scheduling, quality assurance, and escalation handling for a small team of callers booking Annual Wellness Visits for the practice's own patients. This is a defined-length campaign with a hard end date, not an open-ended position. Strong performers are prioritized for future HelpSquad healthcare engagements.

What you will do:

• Scheduling and coverage
  • Build and manage staggered shift schedules across the client's 8:00 a.m. to 9:00 p.m. Central Time calling window
  • Adjust rosters for the November 1, 2026 daylight saving time change
  • Cover call-outs and gaps to protect daily dial and booking targets
• Quality assurance
  • Monitor live and recorded calls for script adherence, tone, and accurate data entry into the client's EHR and scheduling system
  • Score calls against a defined QA rubric (script accuracy, data entry accuracy, booking accuracy) and deliver coaching based on results
  • Track and report team-level QA and productivity metrics to the client
• Escalation and compliance
  • Serve as the first point of contact for any call that falls outside the approved script, including questions about a patient's condition, medications, test results, or insurance
  • Make the real-time call on how each escalation gets routed, whether that's back to the practice, to a clinical line, or elsewhere per the client's procedure, and document it
  • Reinforce HIPAA handling rules on the floor: no writing down, screenshotting, photographing, copying, storing, or forwarding patient information in any form
  • Flag any suspected compliance breach immediately per the client's protocol
• Team leadership
  • Oversee the account and agents day to day, owning the client relationship and the team's performance against it
  • Act as the main point of contact between the calling team and the client's account contact
  • Run daily huddles, coaching sessions, and performance check-ins
  • Onboard new callers on the script, systems, and compliance boundaries

What you will not do:

• Give medical, clinical, or insurance advice yourself, or allow a call to continue once it moves outside scheduling. Every out-of-scope call gets escalated and routed, no exceptions.

Qualifications

• At least one year in a contact center supervisory, team lead, or QA role, ideally in outbound calling or appointment setting
• Proven experience overseeing an account and managing a team of agents, not just working as one
• Prior U.S. healthcare experience: medical office, patient access, scheduling, or medical answering service
• Clear, neutral, easily understood spoken English
• Comfort making real-time judgment calls on escalations under a firm compliance boundary
• Availability for the full campaign term across the client's shift window, with no planned absences
• Willingness to complete HIPAA privacy and security training and a background check before starting

Requirements

• Strongly preferred experience leading a team through a cloud EHR such as athenahealth, or a cloud phone platform such as Dialpad
• Experience with Medicare wellness visit or preventive-care outreach
• Prior experience building QA rubrics or coaching plans for a calling team

• Technical Requirements:
  • Internet speed: Minimum 50 Mbps upload and download (wired connection strongly preferred).
  • A verified backup internet connection is required — mobile phone hotspots are not acceptable as backup.
  • Dedicated wireless dongles or secondary ISP connections are acceptable backup solutions.
  • Backup power source required (UPS or generator) to maintain connectivity during outages.
  • Quiet, professional workspace suitable for voice work — free from background noise and interruptions.
  • Noise-canceling headset required.
  • Reliable computer with sufficient processing power to run software systems and softphone simultaneously.
  • You must have Windows 11 or the most recent Apple OS / Update.

Benefits

• Compensation & Payments
  • Competitive hourly rate
  • On-time payments, every time
  • Payments processed via Wise
• Training & Support
  • Direct client training provided — you are never thrown in blind
  • Dedicated Account Manager as your point of contact
  • Stable, long-term placement with a growing U.S.-based company
  • Exposure to a wide range of modern SaaS platforms
  • Potential for increased responsibilities as the company scales
  • Tenure recognition for long-term team members
  • Clear escalation paths — you always know who to go to
• Work Environment
  • 100% remote — work from home
  • U.S.-based company with structured operations
  • Stable, long-term account placements (not gig-style work)
  • Supportive team culture across all accounts
• Growth & Experience
  • Build your U.S. industry experience
  • Exposure to multiple practice types and platforms
  • Potential for increased hours or additional accounts based on performance
  • Strengthen your resume with verified, legitimate U.S. client experience
• Recognition
  • Tenure recognition for long-term team members
  • We value loyalty and recognize those who grow with us