A Hospital Call Center Team Leader manages daily operations and guides patient-access representatives handling appointment scheduling, triage routing, and patient inquiries. They monitor service levels, coach agents on compassionate communication, handle escalated medical or administrative complaints, and ensure compliance with healthcare privacy protocols.
Key Responsibilities
- Team Supervision: Direct daily workflows, manage staff schedules, and track attendance for 8 to 15 call center agents.
- Performance Monitoring: Track key performance indicators (KPIs) like average handle time, abandonment rates, and first-call resolution.
- Coaching & Training: Conduct one-on-one coaching, evaluate recorded patient interactions for quality assurance, and train staff on hospital policies.
- Escalation Management: Handle complex, sensitive, or distressed patient calls that frontline agents cannot resolve.
- Cross-Department Coordination: Liaise with nursing staff, clinics, billing departments, and IT to streamline patient routing and fix system errors.
Pay: ₹30,000.00 - ₹35,000.00 per month
Benefits:
- Cell phone reimbursement
- Provident Fund
Work Location: In person
