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 on | 27 Mar 2022 |
Last updated on | 04 Jan 2023 |