Call Center Supervisor

Overview

Operational Management

• Design, implement, and maintain scheduling protocols under the guidance of the Head of Screening Programs.
• Monitor daily scheduling activities to ensure smooth, accurate, and efficient operations.
• Coordinate proactively with Health Information Management (HIM) and Operations teams to improve patient flow and service delivery.
• Ensure appointments are scheduled in accordance with organizational, site, and system protocols.

Team Leadership

• Supervise, coach, and support scheduling staff to achieve performance and service standards.
• Collaborate with Workforce Training & Development teams to identify training needs and support staff development.
• Foster a positive, collaborative, and high-performance work environment.

Customer Service & Patient Support

• Handle incoming calls professionally, courteously, and efficiently.
• Respond promptly to referrer inquiries, concerns, and operational issues.
• Provide patients with accurate and comprehensive preparation instructions for scheduled procedures.
• Deliver exceptional customer service while maintaining patient satisfaction.

Data Management & Reporting

• Verify and update patient and physician information accurately within the system.
• Prepare and submit operational and performance reports as required by department management.
• Ensure data integrity and compliance with documentation standards.

Compliance & Quality Assurance

• Ensure adherence to organizational policies, procedures, and healthcare regulations.
• Maintain strict confidentiality of patient and organizational information.
• Demonstrate a proactive approach to patient safety and report concerns promptly.
• Support continuous improvement initiatives within the scheduling and call center functions.

Qualifications

• Bachelor's Degree in Business Administration, Management, Health Sciences, or a related field.
• Minimum 5 years of experience in a healthcare environment with strong customer service exposure.
• Previous experience in a medical call center is highly preferred.
• Knowledge of medical terminology is an advantage.

Skills & Competencies

• Strong supervisory and team leadership skills.
• Excellent customer service and stakeholder management abilities.
• Strong organizational and multitasking skills.
• Good computer literacy and proficiency in scheduling systems.
• Ability to work effectively under pressure and manage competing priorities.
• Excellent verbal and written communication skills in English.
• Ability to work effectively with multicultural teams and diverse patient populations.
• Strong attention to detail and commitment to quality service delivery.

Language Requirements

• English – Required
• Arabic – Preferred