Intake Scheduling Lead

Join Pivotal Health and Lead a Team That Makes a Difference

At Pivotal Health, we are committed to delivering exceptional patient care through innovative healthcare solutions and operational excellence. We partner with providers and healthcare organizations to ensure patients receive the support they need throughout their care journey.

We are seeking an experienced and motivated Intake Scheduling Lead to lead our scheduling team. This role is ideal for a healthcare professional who thrives in a fast-paced environment, enjoys developing others, and is passionate about creating outstanding patient and provider experiences.

What You'll Do

As the Intake Scheduling Lead, you will provide hands-on leadership for the scheduling team, ensuring operational excellence, high-quality patient service, and strong employee performance. This role requires an engaged leader who actively supervises daily operations, coaches team members in real time, addresses performance concerns, and fosters a culture of accountability, teamwork, and continuous improvement.

Key Responsibilities

• Directly supervise the daily activities and performance of Intake Scheduling team members.
• Provide real-time coaching, feedback, and support to drive employee development and improve performance outcomes.
• Monitor productivity, quality, attendance, and service metrics, addressing concerns promptly and effectively.
• Hold team members accountable to departmental standards, policies, procedures, and performance expectations.
• Conduct regular performance discussions, coaching sessions, and developmental conversations with staff.
• Identify training opportunities and actively mentor employees to support professional growth and career development.
• Lead, motivate, and engage the team while promoting a positive and collaborative work environment.
• Organize and optimize scheduling workflows to maximize appointment availability and operational efficiency.
• Assess workflow demands and assign daily responsibilities to ensure appropriate coverage and productivity.
• Assist leadership in resolving operational challenges and implementing process improvements.
• Train and onboard new employees on systems, workflows, and departmental procedures.
• Schedule, track, and assist patients while providing an exceptional customer experience.
• Handle escalated patient and provider concerns with professionalism, empathy, and effective problem-solving skills.
• Conduct chart reviews and audits to ensure quality, accuracy, and compliance.
• Communicate clearly and effectively with team members, leadership, providers, and other stakeholders.
• Collaborate with management regarding staffing needs, scheduling concerns, employee performance, and operational priorities.
• Maintain organized electronic and paper records in accordance with company policies.
• Protect patient confidentiality and uphold all privacy and compliance standards.
• Promote a culture of accountability, service excellence, teamwork, and continuous improvement.
• Perform additional duties as assigned.

Qualifications

Required

• High School Diploma or GED required.
• Previous experience in healthcare scheduling, patient intake, patient access, or related healthcare operations.
• Leadership, supervisory, or team lead experience.
• Demonstrated ability to coach, develop, and manage employee performance.
• Exceptional customer service skills and a patient-first mindset.
• Strong verbal and written communication skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Excellent organizational, problem-solving, and decision-making skills.
• Ability to de-escalate challenging situations and resolve concerns professionally.
• Strong computer proficiency and ability to learn new systems quickly.
• Ability to work both independently and collaboratively within a team environment.

Preferred

• Associate degree preferred.
• Experience in healthcare intake and scheduling operations.
• Experience working with physician practices, specialty healthcare services, or hospital systems.
• Experience training, coaching, and developing team members.
• Experience managing performance metrics, productivity goals, and service-level expectations.

Why Join Pivotal Health?

We believe our employees are our greatest asset and are committed to supporting their success through a comprehensive benefits package that includes:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Paid Time Off
• 401(k) with Company Match
• Additional Voluntary Benefits

Physical Requirements

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

• Regularly required to sit, stand, walk, talk, and hear.
• Frequent use of hands and fingers to operate office equipment and computer systems.
• Ability to occasionally lift and/or move up to 50 pounds.
• Specific vision abilities include close vision, distance vision, peripheral vision, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this role.

• May involve occasional exposure to common laboratory cleaning agents or chemical vapors.
• Appropriate personal protective equipment (PPE) will be used as required.
• This position is classified as having no expected exposure to blood, body fluids, or infectious materials.

Equal Employment Opportunity

Pivotal Health is committed to fostering a diverse and inclusive workplace. We provide equal employment opportunities to all applicants and employees regardless of race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

Ready to Make an Impact?

If you're a proven leader who excels at coaching, developing, and motivating teams while delivering exceptional patient service and operational excellence, we'd love to hear from you. Join Pivotal Health and help build a high-performing team that makes a meaningful difference in the lives of patients every day.