Supervise all call centre staff and activities to ensure smooth operations.
Develop duty rosters and manage staffing to ensure adequate coverage.
Ensure all incoming and outgoing calls are handled professionally and promptly.
Monitor call flow and reduce patient wait times.
Ensure effective call handling related to appointments, billing inquiries, complaints, test results, admissions, and emergencies.
Train, coach, and evaluate call centre agents to maintain service quality.
Set performance goals and KPIs for the call centre team.
Conduct regular team meetings and provide performance feedback.
Handle escalations and resolve patient or staff complaints when necessary.
Ensure the call centre provides courteous, clear, and helpful communication to all callers.
Maintain high patient satisfaction through efficient query resolution.
Ensure sensitive patient information is handled confidentially and according to data protection policies.
Generate and submit daily/weekly/monthly reports on call volumes, response times, and resolution rates.
Coordinate with departments such as OPD, diagnostics, billing, emergency, and administration to streamline communication.
Implement new technologies and systems to improve call centre efficiency.
Ensure all team members follow hospital policies, standard operating procedures (SOPs), and regulatory guidelines.
Conduct quality audits and call monitoring to ensure service standards are met.
MNCJobsIndia.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.