Call Center Supervisor
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Key skills for this role
About the Role
NMC Health plc is seeking a Call Center Supervisor to lead a team providing exceptional patient support. The role involves managing incoming calls, supervising scheduling and performance, and ensuring quality service.
Key Skills for This Role
Responsibilities
- Answer incoming calls, manage multiple lines simultaneously, and help patients with scheduling appointments, providing information, confirming insurance details, and routing calls
- Maintain departmental KPIs and improve overall patient experience
- Supervise work outputs related to appointment scheduling, patient registration, medical insurance & billing
- Provide training and mentorship to team members to ensure quality standards and service delivery
- Monitor employee scheduling to ensure operational coverage
- Perform agent call audits and provide counselling for performance improvement
- Prepare and maintain daily and monthly reports on cancellations, abandoned calls & KPIs
- Manage and update appointments on the NMC website / Okadoc, including doctor's profile updates and appointment slots
- Complete yearly appraisals and coach & develop the team
- Ensure professional conduct and discipline within the team
Requirements
- Bachelor's Degree in any discipline or related fields; Master's degree will be an advantage
- 3+ years of experience in customer service role or relevant field; Healthcare experience in UAE will be an advantage
Full Job Posting
Role Overview
- You will be the first point of contact for our patients, providing them with exceptional customer service and support. Ensuring calls to and from the hospital are attended promptly, politely and to the entire satisfaction of the patient. Answering incoming calls, managing multiple lines simultaneous
Key Responsibilities
- Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls
- Maintaining the departmental KPI’s.
- Liaising with the supervisor and the HOD to improve KPI’s and overall patient experience.
- Responsible for attending to all the incoming patient calls promptly, without delay.
- Ensures call backs are completed in a timely manner.
- Maintains clarity in communication and pleasant tone of voice at all times.
- Well versed with the contact center processes of call hold, call transfer, message receipt, call back as per specified guidelines.
- Assists the patient in the best way possible and creating a good impression
- Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended too.
- Responsible for booking appointments as well as clarifying enquiries related to the hospital services.
- Responsible for collecting and maintaining feedback regarding services and communicating effectively with the concerned department, regarding any complaints received from patients.
- Responsible for handing difficult patients with calmness in a professional manner and escalate to the concerned department when needed.
Qualifications
- Bachelor’s Degree Any discipline or related fields. Master’s degree will be an advantage.
- 3+ years of experience in customer service role or relevant field, Healthcare experience in UAE will be an advantage
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