Virtual Receptionist Team Lead

Job Overview We are seeking an experienced, motivated, and patient\-focused Virtual Receptionist Team Lead to oversee the training, performance, and day\-to\-day operations of a team of remote receptionists supporting a busy medical practice. This role is responsible for developing and managing a pool of virtual/remote receptionists while ensuring consistent, high\-quality patient service and efficient administrative operations. The ideal candidate is a leader who excels at training and developing employees, coordinating remote staff, monitoring performance, and maintaining efficient workflows. This individual will serve as the key point of contact for our virtual/remote receptionist team, providing initial onboarding training, coaching, and support while ensuring existing team members follow established procedures, meet performance expectations, and deliver an excellent patient experience. In addition to VR team management, this position will support various back\-end administrative functions, including workflow coordination, performance tracking, documentation, scheduling support, and process improvement. The successful candidate will be detail\-oriented, comfortable managing a distributed workforce, and capable of balancing employee development with operational priorities. Responsibilities Onboard and train new remote receptionists on phone etiquette, scheduling procedures, patient communication, software systems, and practice workflows. Provide ongoing coaching and feedback to remote receptionists to promote accountability, professionalism, and exceptional patient service. Monitor call volume, response times, scheduling accuracy, productivity, and other key performance indicators to ensure service level expectations are met. Conduct quality assurance reviews of calls, providing constructive feedback and additional training as needed. Develop, maintain, and update training materials, standard operating procedures, and workflow documentation for remote receptionists. Support back\-end administrative functions, including data entry, reporting, documentation, records maintenance, and workflow coordination. Help ensure compliance with HIPAA regulations, patient confidentiality requirements, practice policies and procedures. Maintain clear communication with remote team members and leadership regarding performance, staffing needs, operational updates, and areas requiring managerial attention. Qualifications Minimum of 3 years of customer service or patient\-facing experience required. Previous supervisory or leadership experience in a customer service or patient\-facing healthcare environment is strongly preferred. Exceptional customer service and interpersonal communication skills, including the ability to provide clear instructions and constructive feedback remotely. Strong organizational, problem\-solving, and decision\-making abilities. Comfortable using computer systems, scheduling software, phone systems, spreadsheets, and other administrative tools. Experience monitoring performance metrics and implementing workflow improvements. Experience managing or supporting remote employees, virtual receptionists, or distributed teams is a plus. What We're Looking For The ideal candidate is a collaborative leader who enjoys mentoring others, embraces change, and continuously looks for ways to improve processes and elevate the patient experience. Above all, we are looking for someone who takes initiative, communicates effectively, follows through on responsibilities, and is committed to building a reliable, efficient, and patient\-focused virtual support team. Pay: $28\.00 \- $32\.00 per hour Expected hours: 40\.0 per week Benefits: 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Work Location: Hybrid remote in St. Louis, MO 63127