Call Center Supervisor - Healthcare Sector
Supervise daily call center operations to ensure efficient handling of patient inquiries, appointment bookings, cancellations, and follow-up calls. Monitor team performance and ensure service level agreements (SLAs), response times, and quality standards are consistently achieved.
Skills
About This Role
Overview
- Supervise daily call center operations to ensure efficient handling of patient inquiries, appointment bookings, cancellations, and follow-up calls.
- Monitor team performance and ensure service level agreements (SLAs), response times, and quality standards are consistently achieved.
- Lead, coach, and motivate call center agents to deliver professional, accurate, and patient-focused customer service.
- Conduct regular performance evaluations, provide constructive feedback, and implement improvement plans when required.
- Ensure all patient interactions comply with healthcare regulations, privacy policies, and confidentiality requirements.
- Manage staff scheduling, attendance, shift planning, and workload distribution to maintain adequate coverage at all times.
- Handle escalated patient complaints, concerns, and service issues, ensuring timely and satisfactory resolution.
- Monitor call recordings and quality assurance reports to identify training needs and improve service delivery.
- Prepare and analyze operational reports, including call volumes, abandonment rates, response times, and customer satisfaction metrics.
- Coordinate with medical departments, clinics, physicians, and administrative teams to ensure accurate information is provided to patients.
- Train new employees on healthcare procedures, call center systems, patient communication standards, and organizational policies.
- Ensure accurate documentation of patient interactions, appointments, and service requests within healthcare information systems.
- Support the implementation of new healthcare programs, services, and communication campaigns within the call center.
- Identify process improvement opportunities to enhance patient experience, operational efficiency, and service quality.
- Monitor adherence to scripts, protocols, and standard operating procedures while maintaining a patient-centric approach.
- Assist in developing and updating call center policies, workflows, and service guidelines.
- Manage real-time call center performance and take corrective actions to address service disruptions or staffing shortages.
- Collaborate with IT and system support teams to resolve telephony, CRM, and healthcare application issues.
- Ensure patient requests, referrals, and inquiries are routed accurately and promptly to the appropriate departments.
- Maintain high levels of patient satisfaction by promoting professionalism, empathy, and effective communication among team members.
- Support audit activities and ensure compliance with healthcare accreditation and quality standards.
- Generate management reports and provide recommendations for operational improvements and resource planning.
- Track key performance indicators (KPIs) and implement strategies to improve productivity, quality, and patient engagement.
- Participate in workforce planning, recruitment, onboarding, and retention initiatives for call center staff.
- Ensure business continuity and service availability during emergencies, peak periods, and operational challenges.
- Pay: QAR1.00 per month
Education
- Bachelor's (Required)
Experience
- Healthcare Environment : 5 years (Required)
Language
- Arabic (Required)
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