Call Centre Head (Hospital Background)

Key Responsibilities:

• Leadership & Team Management:
• Lead, manage, and motivate a team of call center agents to meet or exceed performance targets (e.g., call resolution time, patient satisfaction).
• Develop, train, and continuously coach call center agents to ensure adherence to best practices and compliance with hospital policies.
• Conduct regular team meetings and performance reviews, fostering a collaborative and supportive work environment.
• Operational Management:
• Oversee the scheduling and staffing of the call center to ensure 24/7 coverage (if applicable).
• Establish and monitor performance metrics, including service levels, call handling times, patient satisfaction, and first-call resolution.
• Implement and optimize workflows, ensuring efficient and accurate call routing, issue resolution, and follow-up actions.
• Patient Experience:
• Ensure that all patient inquiries, appointment bookings, and service requests are handled promptly, professionally, and with compassion.
• Resolve escalated patient concerns or complaints, ensuring a high level of satisfaction and quality of care.
• Collaborate with hospital departments (e.g., admissions, billing, medical teams) to ensure smooth coordination and communication for patient-related services.
• Strategic Planning & Reporting:
• Work with hospital leadership to establish long-term goals and strategies for improving call center operations and patient engagement.
• Analyze call center data and prepare regular reports on call volume, trends, issues, and overall performance.
• Identify areas for process improvement, implementing best practices and new technologies to enhance service delivery.
• Compliance & Standards:
• Ensure compliance with healthcare regulations (e.g., HIPAA, patient privacy laws) and internal policies.
• Maintain high standards of accuracy, confidentiality, and professionalism in all patient interactions.
• Technology Management:
• Oversee the implementation and optimization of call center technology and systems (e.g., CRM, call tracking software).
• Work closely with IT departments to ensure that call center software and tools are functioning effectively and meeting the needs of the team.

Required Qualifications:

• Education:
• Bachelor's degree in Healthcare Administration, Business Management, or a related field (Master’s degree preferred).
• Experience:
• Minimum of 5 years of experience in managing a call center, preferably in a healthcare setting.
• Proven leadership experience with the ability to manage, motivate, and develop teams.
• Strong background in customer service, preferably in a hospital or healthcare environment.
• Skills:
• Excellent interpersonal, communication, and problem-solving skills.
• Strong understanding of healthcare services, patient needs, and hospital operations.
• Proficiency in call center technology, CRM systems, and data analytics tools.
• Ability to handle sensitive and confidential information with professionalism and discretion.

Desired Competencies:

• High-level customer service and patient care orientation.
• Ability to work under pressure, manage multiple priorities, and meet deadlines.
• Strong analytical skills with the ability to identify trends, troubleshoot issues, and implement solutions.
• Compassionate and empathetic approach to patient and staff interactions.
• Flexibility and adaptability in a fast-paced healthcare environment.

Interested Candidates Share your CV 9133377935

Job Type: Full-time

Benefits:

• Provident Fund

Work Location: In person