Lead Scheduling Center Representative

About the Role

Provides day-to-day oversight of call center operations and assures the scheduling team performs to expected targets.

Responsibilities

• Works with the patient and/or family member and the appropriate physician or responsible staff members to address the patient's needs in a timely and professional manner.
• Serves as subject matter expert and team resource for appropriate call handling techniques.
• Monitors daily call volumes and answer times and works collectively as a team to assure performance targets as established by the organization and department, and from time to time updated, are consistently met.
• Schedules all patient appointments coming through the main appointment line or through the online appointment requests.
• Collects all required information during the appointment call and accurately enters the information into the designated scheduling system.
• Responsible for training all call center employees, with special emphasis on new hires, templates, and schedules.
• Participates in collaboration with the Manager in the day-to-day team performance and continuous improvement.
• Monitors daily performance of the call center team, assuring that the team adheres to scheduling guidelines and customer service standards.

Requirements

• 1-3 years of experience.
• Team lead experience and high volume call center experience preferred.

Pay

$19.10 to $28.65 based on experience.

Benefits

• Medical, dental, and vision coverage starting the first of the month after hire, plus wellness programs and mental health support.
• 403(b) retirement plan with employer match, pension, and life and disability insurance.
• Tuition reimbursement toward advanced degrees and specialty certifications.
• Generous paid time off, fitness discounts, and free on-site parking.

About Sinai Hospital

Sinai Hospital of Baltimore is a nationally recognized academic medical center, a designated Level II Trauma Center, and the largest community hospital in Maryland. As part of LifeBridge Health—one of the region's most comprehensive healthcare systems—Sinai delivers advanced care with a mission to improve the health of the communities we serve, and to take care of the people who take care of patients.

About LifeBridge Health

LifeBridge Health is a dynamic, purpose-driven health system redefining care delivery across the mid-Atlantic and beyond, anchored by our mission to "improve the health of people in the communities we serve." With over 14,000 employees, 130 care locations, and two million annual patient encounters, we combine strategic growth, innovation, and deep community commitment to deliver exceptional care anchored by five leading centers in Maryland. Our organization thrives on a culture of CARE BRAVELY—where compassion, courage, and urgency drive every decision, empowering teams to shape the future of healthcare.