Medical Call Center Supervisor

Overview

• Lead and supervise a dynamic medical call center team, ensuring efficient operations and exceptional patient service delivery.
• Coordinate scheduling and manage team availability to meet operational demands and maintain optimal service levels.
• Monitor call center performance metrics and implement strategies to enhance efficiency and customer satisfaction.
• Collaborate with other departments to streamline communication and improve workflow processes.
• Provide leadership, guidance, and support to call center representatives, fostering a positive and productive work environment.
• Ensure compliance with healthcare regulations and organizational policies, maintaining strict confidentiality standards.
• Assist in training new team members and conducting performance evaluations to promote professional growth.
• Adapt to organizational changes and demonstrate flexibility to accommodate operational needs effectively.

Key Responsibilities & Duties

• Supervise daily call center operations, ensuring timely and courteous responses to patient inquiries and appointment scheduling.
• Coordinate team schedules to ensure adequate coverage during peak times and weekends.
• Monitor and analyze call center performance metrics, implementing improvements to optimize service quality.
• Provide accurate information about services and direct inquiries to appropriate departments.
• Support team members in handling complex or escalated calls, ensuring resolution and customer satisfaction.
• Document patient interactions and maintain detailed records using the ticketing system and scheduling tools.
• Participate in organizational initiatives and special projects, contributing to the overall success of the call center.
• Foster a culture of continuous improvement and professional development within the team.

Job Requirements

• High School Diploma or GED required; additional education in healthcare or management is preferred.
• Minimum of 2 years of experience in call center or healthcare settings; 3 years preferred.
• Strong leadership, communication, and conflict-resolution skills to effectively manage team dynamics.
• Proficiency in navigating multiple computer systems and scheduling tools for efficient operations.
• Bilingual proficiency in English and Mandarin is preferred to serve a diverse patient base.
• Flexibility to work weekends and adapt to changing schedules as required.
• Knowledge of healthcare regulations and patient confidentiality standards is essential.
• Ability to multitask and manage time effectively in a dynamic, fast-paced environment.