Call Center Supervisor
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Key skills for this role
About the Role
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 promp.
Key Skills for This Role
Responsibilities
- Supervise call center agents and ensure adherence to KPIs
- Monitor employee scheduling to ensure operational coverage
- Provide training and mentorship to team members
- Conduct agent call audits and provide performance feedback
- Manage appointment scheduling, patient registration, and insurance verification
- Handle complaint management and process improvements
- Prepare daily and monthly reports on cancellations, abandoned calls, and KPIs
- Support recruitment and selection of team members
- Ensure professional conduct and discipline within the team
- Complete yearly appraisals and coach team members
Requirements
- 3 5 years of experience in a call center supervisory role
- Experience in healthcare call center preferred
- Strong leadership and team management skills
Full Job Posting
Position 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 simultaneously, and help patients with various tasks.
- Those may include scheduling appointments, providing information about healthcare services, confirming insurance details, and routing calls to appropriate healthcare personnel.
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.
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