About us:
DNA Growth is aleading professional services firm specializing in offering business planning and virtual CFO solutions to startup and mid-enterprise clientele in North America and the MENA region. We combine people, processes, and tech to empower our client's growth and success.
Job Title:Team LeadCallHandler(UK Healthcare Process)
Location:Mohali (Work from Office)
Shift Timing:Rotational Shifts & Rotational Working Days
Website:www.dnagrowth.com
Job Description
We are seeking an experienced and dedicatedTeam LeadCallHandlerfor aUK-based healthcare process. The ideal candidate should have priorhealthcare voice process experience, strong leadership skills, and excellent communication abilities.
Key Responsibilities
1. TeamSupervision & Leadership
- Supervise daily operations of the callhandling team, ensuring productivity and service quality.
- Allocate daily tasks and manage shift schedules to ensure adequate staffing and coverage.
- Provide continuous coaching, mentoring, and performance support to teammembers.
- Act as the first point of contact for teamqueries and issue resolution.
- Foster a positive, accountable, and collaborative teamculture.
2.CallQuality Monitoring & Feedback
- Audit 35 calls per agent daily to ensure compliance with quality and healthcare process standards.
- Monitor live calls to assess callhandling quality and patient interaction.
- Provide daily and weekly feedback with corrective training based on audit outcomes.
- Maintain audit records and track quality improvements.
3. Training & Development
- Conduct initial training for new joiners and refresher training for existing staff.
- Organize knowledge-sharing sessions related to healthcare workflows, compliance, and updates.
- Address process and knowledge gaps through targeted coaching.
4. Performance Monitoring & Reporting
- Track individual and teamKPIs including attendance, adherence, productivity, and quality.
- Share daily, weekly, and monthly performance reports with the Project Manager and leadership.
- Conduct weekly performance discussions with the Project Manager.
- Issue advisory or warning communications where required.
- Conduct monthly performance reviews and maintain a performance matrix.
5. Client & Communication Management
- Act as a communication bridge between the UK client and internal teams.
- Handle escalations from teammembers and the client professionally.
- Communicate process updates, client feedback, and policy changes promptly.
6. Process Compliance & Oversight
- Ensure strict adherence to healthcare protocols, GDPR, and confidentiality standards.
- Oversee accurate documentation and updating of patient records.
- Identify opportunities for process improvement.
7. Operational & Technical Readiness
- Ensure teamproficiency in healthcare CRMs, tools, and documentation systems.
- Promote continuous improvement in callquality, documentation accuracy, and patient satisfaction.
8. Personal Contribution
- Handle at least 50 calls weeklyto remain aligned with the process and challenges.
- Maintain flexibility to work rotational shifts and manage dynamic workloads.
