Job Details
Skills And Tools:
Job Description
Core Duties & Responsibilities
Vendor Performance & SLA Monitoring
SLA Enforcement: Daily tracking and auditing of outsourced partner performance against agreed-upon Service Level Agreements (SLAs) regarding answer speeds, resolution times, and channel availability (Inbound, Outbound, WhatsApp).
Daily Operational Standups: Lead morning alignment meetings with the outsourcing vendor account manager to review previous day metrics, staffing gaps, and immediate operational priorities.
Root-Cause Analysis: Investigate SLA breaches, high abandonment rates, or sudden spikes in handle times, demanding formal corrective action plans (CAPs) from the vendor when performance dips.
Quality Assurance & Compliance
Call & Chat Auditing: Conduct regular random audits of recorded inbound calls, outbound pitches, and WhatsApp conversation transcripts to ensure adherence to brand guidelines, compliance policies, and script accuracy.
Customer Experience (CX) Alignment: Ensure the outsourced team maintains the same brand voice, empathy standards, and professional etiquette as an internal team.
Financial & Operational Governance
Invoice & Billing Reconciliation: Audit monthly vendor invoices against actual handled minutes, active agent seats, or agreed pricing tiers to prevent billing discrepancies.
Capacity & Workforce Management (WFM) Review: Validate that the outsourcing partner maintains adequate staffing rosters and scheduling buffers to handle projected call and messaging volumes without burning out agents.
Performance Reporting: Compile executive dashboards summarizing vendor output, cost-per-contact efficiency, and key ROI metrics for internal leadership.
Escalation Management & Continuous Improvement
Tier-2 Escalations: Act as the primary internal bridge for complex, high-priority customer complaints or regulatory escalations that the outsourced team cannot resolve.
Feedback Loops & Training Refinement: Share insights from QA audits with the vendor’s training team to rapidly close knowledge gaps and update product or service scripts.
Key Performance Indicators (KPIs)
1. Service Level & Operational SLAs
Inbound Service Level (SL): Percentage of calls answered within the agreed threshold ( As per the contract).
WhatsApp First Response Time (FRT): Average time taken by the outsourced team to reply to customer messages.
Abandonment Rate: Percentage of inbound callers disconnecting before reaching an agent.
2. Quality & Customer Satisfaction
Quality Assurance (QA) Score: Percentage score achieved by vendor agents during internal or joint quality audits.
First Contact Resolution (FCR): Percentage of inquiries successfully resolved on the initial interaction across voice and chat.
CSAT (Customer Satisfaction): Post-interaction feedback rating specifically measuring satisfaction with the outsourced agents.
3. Vendor Compliance & Workforce Efficiency
Adherence to Schedule: Percentage of time vendor agents spend logged in and ready for work according to their contracted shift schedules.
Attrition & Staffing Turnover: Tracking the vendor's internal staff churn to ensure stability and minimize the risks of continuous retraining.
Job Requirements
Essential Skills and Experience to Look For
Healthcare Operations Background: Experience in managing healthcare contact centers, medical practice front desks, or patient access services is highly preferred over general customer service experience.
Knowledge of Imaging Modalities and Protocols: Familiarity with the differences between imaging types (e.g., contrast vs. non-contrast scans) to accurately answer patient inquiries and screen for contraindications (like metal implants for MRIs or kidney function checks for contrast dye).
Proficiency with RIS and SAP Systems: Hands-on experience with Radiology Information Systems, and specialized scheduling platforms used in medical imaging.
Regulatory and Privacy Compliance: Deep working knowledge of HIPAA regulations, patient privacy standards, and medical ethics.
De-escalation and Empathy: The ability to train and guide agents in handling anxious patients who may be frightened about their diagnostic results or frustrated by long wait times and insurance hurdles.
Key Metrics to Monitor for Success
First-Call Resolution (FCR): Ensuring patients can schedule, get prepped, and receive answers without needing multiple callbacks.
Call Abandonment Rate: Keeping missed calls low, as patients or referring offices needing imaging require prompt assistance.
Schedule Utilization Rate: Ensuring imaging rooms (MRI/CT scanners) remain fully booked and efficient by minimizing unfilled slots caused by scheduling errors or late cancellations.
Authorization Turnaround Time: Tracking how quickly prior authorizations are secured to prevent rescheduling delays for patients.
Challenges to Anticipate
Complex Scheduling Rules: Imaging equipment has strict operating rules (e.g., a patient cannot have an MRI of the lumbar spine immediately following a barium swallow). The manager must ensure agents understand these clinical dependencies.
Urgent vs. Routine Prioritization: Training staff to quickly recognize urgent or stat orders from emergency rooms or oncologists and route them appropriately without letting routine outpatient bookings slip.
