Key Responsibilities
- Team Leadership:Recruit, train, and coach call centre agents, providing ongoing feedback and motivation to ensure high standards of patient care and satisfaction.
- Operational Oversight:Manage daily operations, including staffing, scheduling, and call routing, to ensure smooth and efficient service delivery.
- Performance Monitoring:Track and report on key performance indicators (KPIs) such as call volume, patient satisfaction, call abandonment rates, and resolution times.
- Patient Escalation:Handle and resolve complex patient issues and complaints, acting as a liaison between the patient and healthcare providers.
- Compliance & Training:Ensure all team members are trained on healthcare terminology, patient communication best practices, and regulatory requirements like HIPAA.
- Process Improvement:Continuously evaluate and improve call center processes to enhance productivity, efficiency, and patient experience.
- Reporting:Provide regular reports on team performance, call center issues, and operational metrics to senior management.
Essential Skills
- Leadership & Communication:Strong ability to lead, motivate, and communicate effectively with a team and with other hospital departments.
- Analytical Skills:Proficient in analyzing data and metrics to identify areas for improvement and develop strategic solutions.
- Problem-Solving:Ability to de-escalate situations and find appropriate solutions for patient concerns.
- Technical Proficiency:Familiarity with call center technology and systems.
- Healthcare Knowledge:Solid understanding of healthcare regulations and compliance standards.
Interested Candidates can share their profiles :
Nikita Gupta
Corporate - HR
6390646001
Or can mail on [Confidential Information]
