HelpSquad

Team Lead

• 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
• 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 and deliver coaching based on results
• Track and report team-level QA and productivity metrics to the client
• Serve as the first point of contact for calls outside the approved script
• Route escalations to the practice, clinical line, or elsewhere according to client procedure, and document them
• Reinforce HIPAA handling rules and immediately flag suspected compliance breaches
• Oversee the account and agents day to day, owning the client relationship and team performance
• 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
• Do not provide medical, clinical, or insurance advice; escalate all out-of-scope calls

Team Lead – Patient Outreach Representative

Representative

• Place outbound calls to patients from a client-provided call list using the client’s cloud phone system
• Follow the client’s approved script, scheduling rules, and call-handling procedures
• Book appointments directly into the client’s electronic health record and scheduling system
• Document the outcome of every call accurately in the client’s system
• Handle common objections and reschedule requests professionally
• Escalate anything outside the script to the Team Lead
• Meet daily activity and quality expectations set with the Team Lead
• Schedule Annual Wellness Visits for established patients on behalf of the healthcare practice
• Work entirely inside the client’s systems through a secure virtual desktop
• Avoid providing medical, clinical, or insurance advice and transfer such calls