Call Center Team Lead - Patient Services
About The Position
The Call Center Team Leader is a working supervisor role, responsible for managing our Oklahoma City-based Patient Care Specialist (PCS) team—a centralized inbound call center that handles both phone inquiries and internet leads for our Oklahoma City and Plano locations. This position is instrumental in optimizing the initial patient journey, from lead acquisition to consultation, ensuring a seamless, professional, and high-converting patient experience. You will drive performance, accountability, and process consistency for the call team, collaborating closely with Center Directors in both Oklahoma City and Plano to create a unified, data-driven communication center. This role drives critical key performance indicators (KPIs) related to lead conversion and appointment completion, directly impacting business growth and patient satisfaction through the performance of the PCS team. Our team operates on a foundation of four core values that guide our actions and decisions: Be Precise: Execute tasks with accuracy and attention to detail. Reach for Remarkable: Strive for excellence beyond the standard. Honor Each Person: Treat every patient and colleague with respect. Stay Humble: Remain open to learning and continuous improvement.
Requirements
- Minimum 3 years in a call center or contact center environment handling high-volume inbound calls
- Minimum 1-2 years in a supervisory, team lead, or player-coach capacity
- Proven experience managing and converting internet leads via phone and text
- Experience with CRM platforms (Salesforce strongly preferred)
- Demonstrated success improving team KPIs and conversion metrics
- Strong analytical skills with ability to interpret performance data and identify coaching opportunities
- Excellent communication and interpersonal skills for remote team management
- Proficiency with call center technology, quality assurance processes, and performance dashboards
- Ability to create training materials and conduct effective coaching sessions
- Strong organizational skills and attention to detail
- Strong problem-solving, analytical, and organizational skills.
- Proficiency in and intermediate knowledge of Word, Excel, PowerPoint and Google Drive or similar cloud-based file management systems
- Demonstrated commitment to core values - Be Precise, Honor Each Person, Reach for Remarkable, and Stay Humble
- Results-driven with a passion for continuous improvement
- Comfortable with accountability and performance-based management
- Collaborative leadership style with ability to influence across locations
- Adaptable and comfortable in a fast-paced, metrics-focused environment
- Minimum 3 years of call center or contact center experience in a high-volume inbound environment
- Minimum 1-2 years in a supervisory, team lead, or player-coach role managing inbound call teams
- Proven experience working and converting internet leads through phone and text communication
- Demonstrated success with CRM systems (Salesforce experience preferred) and lead management workflows
- Track record of improving conversion rates and team performance through coaching and process optimization
Responsibilities
- Performance Management & KPI Ownership
- Team Leadership & Development
- Internet Lead Management & Process Optimization
- Strategic Collaboration & Reporting
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1-10 employees
