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 adaptable 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.
- Strong 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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