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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’s

• 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

• Strong communication, organizational skills, and Possess time management skills.

• Ability to manage multiple projects and tasks at once.

• Attention to detail.

• Ability to solve problems.

• Ability to handle unexpected problems under pressure, and adapt to change.

Education and Experience:

• A minimum of 2 years of customer/patient service experience, preferably handling a high volume of calls from customers/patients

• A minimum of 2 years of team lead, admin role, preferably, but willing to train the right candidate

• Knowledge of Microsoft Word and Outlook.

• Strong and accurate typing skills.

• Ability to read, understand, and follow oral and written instructions.

• Ability to establish and maintain effective working relationships with patients, doctors, employees, and the public.

• High school diploma or GED.

• EPIC experience required.

Benefits Offered:

+ Health & Dental Insurance- eligible 1st day of employment

+ Paid time off and paid holidays

+ Health & Dependent Reimbursement Accounts

+ 401(k) Plan with company contribution

+ Company paid Life and LTD Insurance

+ Employee discounts

To find out more about OCB, please visit our website at www.eyeboston.com. OCB is an Equal Opportunity Employer.

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