Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Oversee the daily operations of the medical call center, ensuring efficient and high-quality service delivery to patients and healthcare partners.
- Develop, implement, and monitor call center policies, procedures, and performance standards to meet organizational goals.
- Lead, mentor, and motivate a team of call center agents, supervisors, and support staff to achieve performance targets and maintain high morale.
- Analyze call center metrics and prepare regular reports on service levels, call volumes, response times, and customer satisfaction.
- Collaborate with healthcare providers, administrative teams, and other departments to streamline communication and resolve escalated issues.
- Identify training needs and coordinate ongoing professional development programs for call center staff.
- Ensure compliance with healthcare regulations, data privacy laws, and company policies in all call center operations.
- Handle complex or sensitive patient inquiries and complaints, providing resolution and ensuring a positive experience.
- Implement new technologies and process improvements to enhance call center efficiency and service quality.
- Manage scheduling, resource allocation, and workforce planning to optimize coverage and meet fluctuating call volumes.
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Prepare reports for different departments or upper management
Job Requirements
- Bachelor’s Degree of Pharmacy or Medicine
- Minimum of 5 years and maximum of 7 years of experience in a call center management role, preferably within the healthcare or medical sector.
- Proven track record of leading teams in a fast-paced, customer-focused environment.
- Strong understanding of call center operations, metrics, and best practices.
- Excellent communication, interpersonal, and conflict resolution skills.
- Demonstrated ability to analyze data, generate reports, and make data-driven decisions.
- Experience with workforce management, scheduling, and resource allocation.
- Familiarity with healthcare regulations, patient confidentiality, and data privacy standards.
- Ability to implement process improvements and adapt to new technologies.
- Strong organizational and multitasking abilities.
- Willingness to work onsite in a dynamic office environment.
