Call Center Supervisor

Role Overview

Call Center Supervisor at NMC Healthcare. The role is based at NMC Healthcare and serves as the first point of contact for patients, providing exceptional customer service and support while ensuring calls to and from the hospital are attended promptly, politely, and to the entire satisfaction of the patient.

Role Purpose

To supervise call center operations and patient scheduling while maintaining quality service standards, managing team performance, and ensuring an optimal patient experience through efficient call handling, appointment management, and staff development.

Key Responsibilities

Call Center Operations

• Answer incoming calls, manage multiple lines simultaneously, and assist patients with various tasks.
• Attend to all incoming patient calls promptly, without delay.
• Maintain excellent telephone etiquette and professionalism while attending to patient calls.
• Maintain clarity in communication and pleasant tone of voice at all times.
• Ensure callbacks are completed in a timely manner.
• Maintain good average handling time while ensuring that the caller is satisfied and has been attended to.
• Demonstrate proficiency with contact center processes including call hold, call transfer, message receipt, and callback as per specified guidelines.
• Multitask and manage call volumes as per the call process flow.
• Handle difficult patients with calmness in a professional manner and escalate to the concerned department when needed.

Patient Service

• Schedule appointments for patients.
• Provide information about healthcare services.
• Confirm insurance details.
• Route calls to appropriate healthcare personnel.
• Assist patients in the best way possible and create a good impression.
• Promote the services of the hospital to patients.
• Collect and maintain feedback regarding services and communicate effectively with the concerned department regarding any complaints received from patients.

Appointment & Scheduling Management

• Book appointments and clarify enquiries related to hospital services.
• Manage appointments including no shows, confirmation, cancellation, and rescheduling.
• Create and update doctors' calendars and maintain doctors' notes.
• Manage and update appointments on the NMC website and Okadoc, including doctor's profile updates and appointment slots.
• Review and verify doctor's schedules daily.

Performance & Quality Management

• Maintain departmental KPIs.
• Liaison with the supervisor and the HOD to improve KPIs and overall patient experience.
• Prepare and maintain daily and monthly reports on cancellations, abandoned calls, and KPIs.
• Continuously monitor and measure plans against quality indicators and department objectives.
• Ensure regular audits are in place, analyze the data, and give relevant feedback.
• Maintain quality service by ensuring quality customer service standards, identifying trends, and recommending process improvements.
• Manage complaints and drive process improvements linked to overall patient experience.
• Perform agent call audits and provide counselling to staff for performance improvement.

Team Supervision & Management

• Supervise work outputs related to appointment scheduling, patient registration, medical insurance, and billing.
• 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.
• 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 off probation periods.
• Ensure professional conduct and discipline within the team is followed.
• Provide support in the recruitment and selection process of team members.
• Work closely with the recruitment team to recruit and select competent employees.
• Complete yearly appraisals and coach and develop the team.
• Conduct and document bi-annual performance conversations.
• Ensure that performance management contracts are in place for the team.
• 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.
• Support staff engagement initiatives.

General Operations

• Follow the duty schedule as assigned by the team leader/supervisor, which includes different shift timings as per the need of the department.
• Maintain the duty change as per the unit protocol.
• Maintain patient and staff confidentiality.
• Demonstrate the ability to listen to others in promoting effective communication.
• Exercise effective interpersonal skills in dealings with department staff, colleagues, and Management.
• Strictly adhere to NMC's regulations and policies, especially those related to infection control, patient safety, and JCI.
• Support Continuous Quality Improvement and participate and contribute to all quality assurance activities of the service.
• Participate and contribute to scheduled in-house training programs.
• Participate in Hospital training programs.
• Support and monitor cost management initiatives.
• Create and continuously maintain an enabling environment where people can develop and grow.

Qualifications & Experience

• Bachelor's Degree in any discipline or related fields (Master's degree will be an advantage).
• 3+ years of experience in a customer service role or relevant field (Healthcare experience in UAE will be an advantage).

Skills & Competencies

• Proficiency with NMC website and Okadoc appointment management systems.
• Excellent telephone etiquette and communication skills.
• Ability to multitask and manage multiple call lines simultaneously.
• Strong interpersonal and team management skills.
• Quality assurance and performance monitoring capability.
• Customer service excellence.
• Call auditing and staff coaching ability.