Job Summary:
We are looking for an experienced Call Center Supervisor to lead our medical center’s customer service team. The ideal candidate will ensure smooth call center operations, handle patient inquiries efficiently, and maintain high service standards in a healthcare environment.
Key Responsibilities:
- Supervise and train call center agents to handle patient calls, appointments, and inquiries professionally.
- Monitor call quality, ensuring agents follow medical center protocols and provide accurate information.
- Manage appointment scheduling, cancellations, and rescheduling efficiently.
- Handle escalated patient concerns with empathy and urgency.
- Generate daily/weekly reports on call volumes, response times, and patient feedback.
- Coordinate with doctors, nurses, and administrative staff to resolve patient issues.
- Implement strategies to improve patient satisfaction and reduce call wait times.
- Conduct performance reviews and provide coaching to agents.
- Maintain knowledge of medical services, insurance policies, and clinic procedures.
Requirements:
- Minimum 3 years of call center experience, preferably in a medical/hospital/clinic setting.
- 1+ year in a supervisory role (healthcare call center preferred).
- Excellent communication in English
- Familiarity with medical terminology, EMR systems, and appointment software.
- Strong leadership, problem-solving, and multitasking skills.
- Ability to handle sensitive patient information with confidentiality.
- Bachelor’s degree in Healthcare Management, Business, or related field (preferred).
Benefits:
- Competitive salary (AED 3,000 – AED 4,000)
- Opportunities for professional development
- Positive and supportive work environment
Job Type: Full-time
Pay: AED3,000.00 - AED4,000.00 per month
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