Call Center Team Lead - Patient Services

Location: Oklahoma City (with occasional travel to Plano, TX)

Job Description:  

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.

Core Values

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.

Key Responsibilities

1. Performance Management & KPI Ownership

Establish, monitor, and drive accountability for all team KPIs, including Contact Rate, Lead-to-Appointment Conversion, Appointment-to-Consult Completion Rate, and Surgery Conversion Rate.

Develop and maintain performance dashboards to provide transparent, real-time visibility into individual and team metrics.

Analyze performance data by lead source (e.g., Web, Reflexion) and by individual Patient Care Specialist to identify trends, opportunities, and coaching needs.

Set and manage performance benchmarks and targets in collaboration with leadership to foster a culture of continuous improvement.

2. Team Leadership & Development 

Collaborate with the Center Director and HR in the hiring process for Patient Care Specialists, including candidate sourcing and video interviews.

Design and own the onboarding and training curriculum for all new hires, ensuring consistent adoption of scripts, processes, and performance expectations. This includes facilitating in-person training sessions in  Oklahoma City (approximately 3-5 days per training group).

Conduct daily or weekly team huddles, weekly performance reviews, and regular 1:1 coaching sessions to provide feedback, develop skills, and manage performance of individual team members.

Foster a positive and accountable team environment that prioritizes both patient experience and conversion results.

Model best practices by taking calls and working leads as needed to stay connected to frontline operations.

3. Internet Lead Management & Process Optimization

Oversee all internet lead workflows, ensuring rapid response times and systematic follow-up protocols.

Develop and enforce lead management protocols, including response time standards (e.g., all new leads responded to within 15 minutes) and follow-up cadences for stale leads.

Collaborate with Center Directors to refine, document, and implement best-in-class call-handling scripts and text communication templates.

Conduct weekly quality assurance audits, reviewing a minimum of 5-6 calls and 10 text conversations per team member to ensure script adherence, tone, and overall quality.

Ensure meticulous data integrity through accurate note-taking and task management within the CRM system (Salesforce/Redspot).

4. Strategic Collaboration & Reporting

Serve as a communication liaison between the PCS team and Center Directors in Oklahoma City and Plano.

Provide the OKC Center Director with weekly reports detailing team performance, lead volume trends, coaching activities, and actionable improvement plans.

Work with leadership to strategically align the communication and conversion models of the OKC and Plano markets into one cohesive system.

Qualifications:

Experience:

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

Skills:

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

Values Alignment: Demonstrated commitment to core values - Be Precise, Honor Each Person, Reach for Remarkable, and Stay Humble.

Attributes:

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

Required Experience

This role requires:

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

Exempt / Salaried lus Bonus Position

Reports to Center Director, Oklahoma City