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Outsourced Call Center Supervisor (260369)

  Information

Customer Service and Call Center
Mid Career (2-6 years)
Not specified

  Company

Not specified
Medical/Hospital
Maadi, Cairo, Egypt

  Description

  • Ability to handle and empower patients with choosing the treatments which feel best to them.
  • Focus on Customer satisfaction and improve healthcare services.
  • Maintaining sustainable growth through patient retention and referrals, train team to proactively understand patients' expectations.
  • Provide Omni channel Support - Work closely with Digital/ IT leaders to provide solutions (communication channels) that allow patients to communicate using voice, video, social media, IVR payments, or text.
  • Keep management informed on issues and problems
  • Prepare monthly/annual results and performance reports, as well call center statistics.
  • Maintain and test the process, procedures, recovery plan are in place, with a clear disaster recovery plan/ or business continuity plan to protect the people and protect against possible service interruption due to an emergency event.
  • Support to guarantee call center to be in compliance with HIPAA and all other industry regulations 
  • Training the team which are in charge of numerous tasks ranging from patient communications to relaying information to providers.
  • Ensure team following the agreed workflow, when handling the incoming calls such as appointment scheduling, booking, ..., and billing inquiries, and Outbound calls such as patient outreach, customer survey, Tele-services, and research, and others communication channels.
  • Assist in the formulation of targets for individuals and teams, hire and onboard new employees
  • Measure performance with key metrics such as call abandonment, calls waiting etc. ensuring the quality of the interactions is consistent, friendly, and professional.
  • Provide coaching and assistance to call center agents on an ongoing basis
  • Ensure that all employees follow the company's best practices for call center management and operations
  • Ensure adherence to policies for attendance, established procedures etc.
  • Effective resource planning, roster based on shift patterns that are designed around business needs.

  Requirements

  • Bachelor Degree from a reputable university.
  • Minimum 2 years of relevant experience in a similar supervisory role.
  • Very good command of English.
  • Superior written and verbal communication skills.
  • Excellent communication skills and customer handling skills.
  • Knowledge of the principles and practices used in business or healthcare management and operations.
  • Knowledge of insurance verification process.
  • Knowledge of Electronic Health Systems.
  • Knowledge of ICD codes, ICD10, CPT codes.
  • Flexibile to rotational shifts.
Created on27 Mar 2022
Last updated on04 Jan 2023
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