Team Lead Radiology Scheduling

Description

Team Lead – Customer Care & Scheduling

Jacksonville, FL | Full-Time | Monday–Wednesday 9:00 AM–5:30 PM; Saturday & Sunday 8:00 AM–4:30 PM

This is a fully remote, work from home position.

Superior Care and Exceptional Clarity — Join the Precision Imaging Centers Team!

At Precision Imaging Centers, we pride ourselves on delivering compassionate, efficient, and patient-focused care. We’re seeking a Team Lead to support our Customer Care and Scheduling department — a hands-on leader who thrives in a fast-paced environment, loves helping others grow, and ensures our patients always receive the best experience possible.

Job Overview

The Team Lead supports the Customer Care and Scheduling team by delivering and facilitating business process training programs, ensuring high-quality patient interactions, and monitoring operational performance. This role works directly alongside call center agents — actively participating in the queue while providing guidance, coaching, and oversight.

Success in this position requires strong leadership, communication, analytical, and organizational skills.

Key Responsibilities

Operational Leadership & Support

• Actively take inbound calls alongside the team, maintaining a minimum of 20 calls daily.
   
• Monitor at least 10 team calls daily (20 on weekends) to ensure quality, compliance, and adherence to protocols.
   
• Assist with escalated calls and chat support for patient and internal inquiries.
   
• Handle scheduling-related emails and ensure all communications are cleared by end of day.
   
• Schedule transportation for auto/legal patients as part of patient support services.
   
• Support leadership through 1:1s, team meetings, and departmental initiatives.
   
• Serve as a point of escalation for team members, offering guidance and assistance.
   
• Pull and compile KPI data to support team performance tracking.
   
• Provide support for the Text Line, responding to patient questions and concerns within 3 minutes.
   

Training & Quality Assurance

• Serve as a subject matter expert in training and quality assurance methods.
   
• Capture feedback and evaluate the effectiveness of trainees and training courses.
   
• Identify and document training deficiencies, providing feedback and coaching as necessary.
   
• Validate and certify trainees’ learning levels and competency prior to release from training.
   
• Track and identify coaching opportunities through case reviews, quality feedback, and performance monitoring.
   
• Assist with training new or existing team members as needed.
   
• Provide backup support during periods of heavy workload or reduced staffing.
   

Qualifications

• 2 years of customer service experience, preferably in healthcare or a call center environment.
   
• Strong verbal and written communication skills.
   
• Ability to multitask and manage competing priorities in a fast-paced setting.
   
• Detail-oriented with strong organizational and problem-solving skills.
   
• Leadership or supervisory experience preferred.
   
• Proficiency with computer systems and data reporting tools.
   
• Reliable, dependable, and committed to excellent attendance and punctuality.
   

Requirements

• High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
   
• Strong knowledge of customer service best practices and call center operations.
   
• Familiarity with healthcare, scheduling software, or EMRs preferred.
   
• Ability to train, mentor, and provide feedback to team members.
   
• Strong analytical skills for reviewing KPIs and identifying opportunities for improvement.
   
• Professional demeanor with a patient-focused attitude.
   

Physical & Lifting Requirements

• Extended periods of sitting and phone/computer work.
   
• Occasional minimal repetitive motions, including bending, stooping, twisting, walking, standing, and reaching overhead.
   
• Light pushing or pulling as needed.
   

Why Join Precision Imaging Centers?

At Precision Imaging Centers, we invest in our team members and their growth. Our full-time employees enjoy a comprehensive benefits package including:

• Medical, Dental, and Vision insurance
   
• 401(k) retirement plan
   
• Paid Time Off (PTO) and paid holidays
   
• Company-paid life insurance and short-term disability
   
• Employee assistance program (EAP)
   
• Opportunities for career development and cross-training
   
• A positive, team-oriented culture built on excellence, collaboration, and patient care
   

If you’re a proactive leader who thrives on mentoring others and ensuring patients receive world-class service, we’d love to meet you.

Apply today and help us continue delivering superior care and exceptional clarity!