Overview
Ophthalmic Consultants of Boston (OCB) is seeking an enthusiastic and proactive Team Lead to join our Central Scheduling Department. This pivotal role provides leadership and support to our scheduling team, ensuring efficient and high-quality service to patients and internal staff. The Team Lead serves as a key resource for problem resolution, triaging inquiries, resolving scheduling conflicts, and supporting daily operations. The ideal candidate will have strong communication skills, a solutions-oriented mindset, and a commitment to enhancing the patient experience while improving overall practice efficiency. This role promotes a positive image of OCB and communicates issues raised by the Central Scheduling team internally and externally, showing initiative.
Responsibilities
* Serve as the first point of escalation for scheduling-related issues and inquiries from staff, ensuring timely and effective resolution.
* Develop and maintain comprehensive knowledge of all providers' schedules, clinic locations, appointment types, and scheduling protocols.
* Provide leadership, coaching, and support to call center schedulers, helping them meet performance goals and deliver excellent customer service for on-site and remote staff.
* Assist team members by answering questions promptly and helping clear the queue.
* Monitor inbound calls and manage scheduler focus.
* Coordinate weekly tasks for all schedulers.
* Answer the Central Scheduling line to assist with emergencies and urgent appointments for patients, providers, and staff.
* Regularly assist Central Scheduling with phone coverage.
* Facilitate hands-on training during onboarding for new hires in Central Scheduling to ensure understanding of workflows, systems, and protocols.
* Conduct ongoing training sessions for existing staff to reinforce best practices, introduce system updates, and support continuous improvement.
* Assist with emails, web requests, faxes, and referrals.
* Support outgoing projects, faxes, referrals, and Medical Group/Boston Executive patients as needed.
* Assist with rescheduling patients when providers are off or unavailable.
* Provide coverage between Weymouth and Plymouth locations as needed.
Knowledge, Skills and Abilities
* Strong communication and organizational skills; effective time management.
* Ability to manage multiple projects and tasks simultaneously.
* Attention to detail and problem-solving ability.
* Ability to adapt under pressure and respond to unexpected issues.
Education and Experience
* Minimum of 2 years of customer/patient service experience, preferably handling a high volume of calls.
* Minimum of 2 years in a team lead or administrative role; willingness to train the right candidate.
* Knowledge of Microsoft Word and Outlook; strong and accurate typing skills.
* Ability to read, understand, and follow oral and written instructions.
* Ability to establish and maintain effective working relationships with patients, doctors, employees, and the public.
* High school diploma or GED; EPIC experience required.
Benefits
* Health & Dental Insurance – eligible on the first day of employment.
* Paid time off and paid holidays.
* Health & Dependent Reimbursement Accounts.
* 401(k) with company contribution.
* Company-paid Life and LTD Insurance.
* Employee discounts.
To find out more about OCB, please visit our website at www.eyeboston.com. OCB is an Equal Opportunity Employer.
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