Team Lead - Patient Outreach Representative

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.

Requirements

- 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

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