Job Description

Location: Steward Medical Group - West
Posted Date: 10/4/2022

Inbound Call Center Team Lead – Onsite
Steward Medical Group – Healthcare

2375 N. Glenville Drive,
Richardson, TX 75081

Steward Medical Group (SMG) has a great opportunity for Call Center Team Lead to join our growing inbound call center team. We are searching for someone with a proven record of World Class customer service with leadership experience.

About the Opportunity:

The Team Lead will appropriately gather information from patients in order to schedule appointments, process referrals, prepare prescription refills, and take basic clinical information. In addition, they may perform other duties as required by the manager in regard to appointment reminder calls, pre-visit planning, and rescheduling appointments as required.

When you join this department, you will receive extensive training to be successful in this position, as well as acquire skills that will allow you to advance and grow within our organization through hard work and dedication. We are located at 2375 N. Glenville Drive, Richardson, TX 75081.

Minimum Requirements:

  • Schedule: 7:00 AM to 4:00 PM, Monday through Friday
  • Starting pay $18.50/hour
  • World Class customer service – required
  • Experience in leadership or training - required
  • Education: High School graduate or equivalent – required
  • Experience with Excel, Word, and Outlook – required
  • Experience as a Medical Secretary - preferred
  • Athena or Meditech experience - preferred
  • Knowledge of health care and or related products, medical terminology, insurance products, and coordination of benefits - preferred

Benefits of Working for Steward Medical Group:

  • Tuition reimbursement
  • Generous vacation, sick, and holiday time off
  • 401(K) retirement saving plan
  • Flexible Spending Accounts
  • Short- and long-term disability
  • Competitive and affordable medical, dental, and vision insurance

Key Responsibilities:

  • Act as a subject matter expert and “go to” person regarding department systems, policies, & workflow.
  • Will monitor and assist to reassign some staff duties as necessary based on inbound call volumes and other workload volumes
  • Monitor staff performance and metrics for QA based on standards for the department
  • Will determine the patient’s primary reason for calling:
    • If the patient requires an appointment, every effort is made for the patient to be seen that same day if possible, for an acute medical issue.
    • If not able to be seen same day due to patient preference or due to provider limitations, every effort is made to have the patient seen as soon as possible by another MD or advanced practitioner in the practice
    • In the case of an extenuating circumstance or if the patient is traveling and cannot come to the office setting, that patient’s interaction would be forwarded directly to the primary care office for further triage
    • If the provider, associated advanced practitioner, or other coverage for the practice that the primary care provider is associated with are not able to accommodate the patient, other practice locations will be offered in order to have the patient gain access to care
  • Have knowledge of each practice and providers schedule and scheduling preferences
  • Follow SMG Best Practices by following pre-visit planning protocols to confirm patient insurance eligibility and contacting patients with upcoming appointments that have not confirmed through other means
  • Responsible for timely, efficient, and accurate documentation in the electronic medical record
    • Interact with Practice staff and providers to communicate and work cooperatively regarding patient care and coordination
    • Provide patients with World Class service
    • Act professionally and treat patients, co-workers, and leadership with respect always
    • Maintains a positive work environment

About Steward Health Care

Steward Health Care is the largest private, for-profit health care network in the United States. The company is owned and led by a management team of Steward physicians. Headquartered in Dallas, Texas, Steward employs more than 40,000 health care professionals and operates 35 hospitals across the United States and in the countries of Malta and Colombia which regularly receive top awards for quality and safety. The Steward network includes multiple urgent care centers and skilled nursing facilities, substantial behavioral health services, more than 7,000 beds under management, and approximately 2.2 million full risk covered lives through the company's managed care and health insurance services.

The Steward Health Care Network includes more than 5,000 physicians across 800 communities who help to provide more than 12 million patient encounters annually. Steward Medical Group, the company's employed physician group, provides more than six million patient encounters per year. The Steward Hospital Group operates hospitals in Malta, Colombia and nine states across the U.S., including Arizona, Arkansas, Florida, Louisiana, Massachusetts, Ohio, Pennsylvania, Texas, and Utah. For more information, visit

Application Instructions

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