- 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
Bachelor’s Degree of Pharmacy or MedicineMinimum 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.