Central Scheduling Team Lead

Ophthalmic Consultants Of Boston Team Lead

Ophthalmic Consultants Of Boston (OCB) is seeking an enthusiastic and proactive Team Lead to join our Central Scheduling Department. This pivotal role is responsible for providing leadership and support to our scheduling team, ensuring efficient and high-quality service to our patients and internal staff. The Team Lead will serve as a key resource for problem resolution, leveraging a deep understanding of provider schedules to triage inquiries, resolve scheduling conflicts, and support daily operations. The ideal candidate will have strong communication skills, a solutions-oriented mindset, and a commitment to enhancing the patient's experience while improving overall practice efficiency. This role promotes a positive image of OCB, resolves issues raised by the Central Scheduling team by investigating and communicating internally and externally, and showing initiative. The Team Lead is a full time position. The schedule is Monday - Friday 8 4 : 30PM. Coverage in both Plymouth and Weymouth as needed.

OCB Scheduling Team Lead Schedulers are responsible for :

• 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, including support for on-site and remote staff.
• Assists team members in the call center by answering their questions in a timely manner, while taking calls to clear the queue.
• Actively monitor inbound calls and approach the scheduler's focus.
• Help with coordinating the weekly tasks for all schedulers.
• Answering Central Scheduling 6199 line to assist with emergencies, urgent appointments for patients and providers, and staff.
• Regularly assisting Central Scheduling with phone coverage.
• Facilitating hands-on training during the onboarding process for new hires in central scheduling to ensure a foundational understanding of workflows, systems, and protocols.
• Conducting ongoing hands-on training sessions for existing Central Scheduling staff to reinforce best practices, introduce systems updates, and support continuous improvement.
• Assist with emails, web requests, faxes, and referrals.
• Helping with outgoing projects, faxes, referrals, and MGB Executive patients.
• Help with rescheduling patients when providers are off or are requesting the day off.
• Help with coverage between both Weymouth and Plymouth locations.

Knowledge, Skills and Abilities :

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