Scheduling Lead

Job Title: Scheduling Lead Voice Operations

Company: Curis Healthcare / Curis RCM

Industry: BPM / BPO / Healthcare RCM

Shift: US Rotational / Night Shifts

Location: Chennai, Tamil Nadu

Role Overview

Curis Healthcare is seeking an experienced, analytical, and articulate Scheduling Lead to oversee our international voice scheduling operations and client interactions. In this role, you will lead a team of voice executives, analyze operational performance metrics, manage key global client/stakeholder relationships, and drive data-backed improvements to ensure seamless patient and appointment scheduling.

Key Responsibilities

• Operations & Team Leadership: Manage, mentor, and guide a high-performing team of voice process executives handling US healthcare appointment scheduling.
• Analytics & Performance Tracking: Leverage operational analytics to monitor call volumes, shrinkage, schedule adherence, First Call Resolution (FCR), and turnaround times (TAT). Build dashboards/reports to identify operational bottlenecks and trends.
• Stakeholder Management: Serve as the primary point of contact for US-based client stakeholders, onshore leadership, and healthcare providers. Conduct weekly/monthly operational review meetings (QBRs/MBRs) and convey performance insights clearly.
• Call Quality & Escalation Governance: Oversee call audits, conduct targeted coaching sessions, and independently manage high-priority patient or provider escalations.
• Process Optimization: Translate data insights into actionable strategies to improve daily dialer metrics, floor productivity, and workflow efficiency.

Desired Candidate Profile

• Experience: 4 to 8 years in an International Voice Process (BPO/KPO/Healthcare RCM), with at least 2 years in a Team Lead or Senior Operations Lead role.
• Analytical Capability: Hands-on expertise in analyzing BPO metrics, queue reports, and agent performance data using MS Excel / Google Sheets / BI reporting tools.
• Communication & Stakeholder Skills: Exceptional verbal and written English skills (neutral accent) with proven experience presenting data and performance metrics to executive stakeholders.
• Domain Knowledge: Prior experience in US Healthcare, Revenue Cycle Management (RCM), or Medical Appointment Scheduling is highly preferred.
• Flexibility: Comfortable working in night shifts (US business hours: 06.30 PM to 03.30 AM IST)