Team Lead – Patient Outreach Representative

HelpSquad

Contract Team Lead managing remote outbound scheduling and QA for a U.S. healthcare client’s Annual Wellness Visit campaign.

Posted 8/13/2026contractRemote • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing contact center operations, including team leadership, quality assurance, and compliance with HIPAA regulations. Proficient in utilizing cloud EHR systems and coaching teams to achieve performance metrics.

Highest-signal resume keywords

Contact Center SupervisionQuality Assurance DevelopmentHIPAA ComplianceCloud EHR ExperienceTeam Performance Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Outbound CallingAppointment SettingQA Rubric DevelopmentCoaching PlansReal-Time Judgment Calls

Soft Skills

Clear CommunicationTeam LeadershipProblem Solving

Tools & Technologies

AthenahealthDialpadEHR SystemsSoftphone

Certifications & Qualifications

HIPAA Privacy and Security Training

Industry Keywords

Healthcare ExperiencePatient AccessSchedulingMedical Answering ServiceMedicare Wellness Visit

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

At least one year in a contact center supervisory, team lead, or QA role
Experience in outbound calling or appointment setting ideally
Proven experience overseeing an account and managing a team of agents
Prior U.S. healthcare experience in a medical office, patient access, scheduling, or medical answering service
Clear, neutral, easily understood spoken English
Ability to make real-time judgment calls on escalations within firm compliance boundaries
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
Experience leading a team through a cloud EHR such as athenahealth or a cloud phone platform such as Dialpad strongly preferred
Experience with Medicare wellness visit or preventive-care outreach strongly preferred
Prior experience building QA rubrics or coaching plans for a calling team strongly preferred
Minimum 50 Mbps upload and download internet speed; wired connection strongly preferred
Verified backup internet connection required; mobile phone hotspots are not acceptable
Dedicated wireless dongle or secondary ISP connection acceptable as backup
Backup power source required, such as a UPS or generator
Quiet, professional workspace suitable for voice work
Noise-canceling headset required
Reliable computer capable of running software systems and a softphone simultaneously
Windows 11 or the most recent Apple OS/update required

Benefits

Comp & perks

Competitive hourly rate
On-time payments, every time
Payments processed via Wise
Direct client training provided
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
Stable, long-term account placements (not gig-style work)
Supportive team culture across all accounts
Potential for increased hours or additional accounts based on performance
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