Call Centre Supervisor

Call Centre Supervisor

Job Description
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.
Multitask and manage the call volumes as per the call process flow.
Promote the services of the hospital to patients.
Follow the duty schedule as assigned by the team leader/supervisor which includes different shift timings as per the need of the department
Strictly adheres to NMC’s regulations and policies especially those related to infection control, patient safety & JCI.
Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.
Participates and contributes to scheduled in-house training programs.
Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.
Maintains patient & staff confidentiality.
Demonstrates the ability to listen to others in promoting effective communication.
Appointment management including no shows, confirmation, cancellation & rescheduling.
Doctors calendar creation and updating & maintaining doctors notes.
Maintaining the duty change as per the unit protocol.
Monitor employee scheduling of the department to ensure operational coverage.
Provide support related to attendance, leave, overtime, staff allocations, uniform, dress code and personal hygiene.
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.
Continuously maintain an enabling environment where you can develop and grow your team.
Orientate new joiners and sign of probation periods.
Ensure professional conduct and discipline within the team is followed.
Provide support in the recruitment and selection process of team members.
Monitor employee scheduling of the department to ensure operational coverage.
Support and monitor cost management initiatives.
Provide support related to attendance, leave, overtime, staff allocations, uniform, dress code and personal hygiene.
Support staff engagement initiatives.
Continuously monitor and measure plans against quality indicators and department objectives, ensuring regular audits are in place, analyse the data and give relevant feedback.
Complete yearly appraisals and coach & developing the team.
Maintain quality service by ensuring quality customer service standards, identifying trends & recommending process improvements.
Complaint management & process improvements linked to overall patient experience.
Participates in Hospital training programs.
Prepare and maintain daily and monthly reports on cancellations, abandoned calls & KPI’s.
Manage and update appointments on the NMC website / Okadoc, including doctor’s profile updates and appointment slots.
Review and verify doctor’s schedules daily.
Perform agent call audits and provide counselling to staff for performance improvement.
To create and continuously maintain an enabling environment where people can develop and grow.
To ensure that performance management contracts are in place for the team.
Conduct and document bi-annual performance conversations .
Identify high potential talent and ensure that development plans are facilitated in cooperation with Human Resources.
Ensure that a training plan is developed and monitored to ensure continuous sharing of knowledge and skill.
Monitor the quality of onboarding for new employees; new employees are orientated and probation periods are signed off .
Maintain professional conduct and discipline within the team.
Work closely with the recruitment team to recruit and select competent employees .
Monitor employee scheduling of the department to ensure sufficient operational coverage.
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