Astra Business Services Pvt. Ltd. is looking for an experienced Team Leader/Supervisor to lead our growing Doctor Office process. The role involves managing a team responsible for scheduling, rescheduling, and coordinating patient appointments for healthcare providers. The ideal candidate should have strong leadership skills, hands-on experience in healthcare appointment scheduling within an International BPO, and a proven track record of delivering operational excellence.

Experience

• 2–3 years of relevant experience in an International BPO handling Healthcare Appointment Scheduling/Doctor Office processes.

• Minimum 1 year of experience as a Team Leader/Supervisor managing a team of customer service agents.

• Prior experience in Doctor Office, Medical Appointment Scheduling, or a similar healthcare process is mandatory.

• Experience in Athena (EHR - Electronic Health Records) software is mandate

Key Responsibilities

• Lead and manage a team of healthcare appointment scheduling agents.

• Monitor daily team performance against defined KPIs and SLAs.

• Ensure accurate scheduling, rescheduling, and cancellation of patient appointments.

• Coach, mentor, and develop team members to improve productivity and service quality.

• Conduct regular team huddles, one-on-one feedback sessions, and performance reviews.

• Monitor attendance, schedule adherence, and workforce productivity.

• Handle customer and client escalations effectively and ensure timely resolution.

• Prepare and share daily, weekly, and monthly operational reports.

• Coordinate with Operations, Quality, Training, and Workforce Management teams to achieve business goals.

• Identify process improvement opportunities and ensure compliance with client guidelines and HIPAA standards.

• Support hiring, onboarding, and training of new team members.

Key Performance Indicators (KPIs)





• Team Productivity

• Schedule Adherence

• Quality Scores

• Appointment Scheduling Accuracy

• Average Handle Time (AHT)

• Customer Satisfaction (CSAT), where applicable

• Attendance & Attrition Management

• SLA Compliance

• Escalation Management

• Team Engagement and Performance Improvement

Required Skills

• Experience in a similar healthcare process within an International BPO is mandatory.

• Strong knowledge of healthcare appointment scheduling and Doctor Office workflows.

• Excellent leadership, coaching, and people management skills.

• Strong analytical and problem-solving abilities.

• Excellent verbal and written communication skills.

• Proficiency in MS Excel and operational reporting.

• Ability to work in a fast-paced environment and manage multiple priorities.

Work Requirements

• This is a full-time, Work from Office role based at H-171, Sector 63, Noida, Uttar Pradesh.

• The candidate must be flexible and willing to work extended hours, additional hours, and weekends/holidays, if required, to meet business and client requirements.

• Should be comfortable working in a dynamic, high-volume environment while ensuring operational targets and service levels are consistently achieved.

Educational Qualification

• Graduate in any discipline.

• Healthcare or BPO certifications will be an added advantage.

Preferred Candidate Profile

• Currently working as a Team Leader/Supervisor in an International Healthcare BPO.

• Experience handling Doctor Office, Medical Appointment Scheduling, or similar healthcare support processes.

• Proven experience in managing team performance, client expectations, and operational KPIs.

• Solid understanding of healthcare compliance, patient confidentiality, and appointment management.

• Candidates from the same organization(s) from which the Doctor Office agents were hired will be preferred

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