JOB DESCRIPTION-Call Centre Team Leader
Department: Call Centre / Patient Experience
Designation: Call Center Manager
Industry: Healthcare / Hospital
Location: [Madurai]
Reporting To: Head – Operations / General Manager – Operations
Team Size: Call Center Executives / Team Leaders / Appointment Desk Executives
1. Job Purpose
The Call Center Manager will be responsible for managing the overall operations of the hospital call center and ensuring timely, accurate, professional, and patient-focused communication. The role will oversee inbound and outbound calls, appointment bookings, patient enquiries, follow-ups, lead conversion, complaint resolution, team performance, and coordination with hospital departments.
The objective is to improve patient experience, appointment conversion, call quality, response time, and overall operational efficiency.
2. Key ResponsibilitiesA. Call Center Operations
- Manage the day-to-day operations of the hospital call center.
- Supervise inbound and outbound call activities and ensure uninterrupted service.
- Ensure calls are answered within defined service levels and minimize missed/abandoned calls.
- Develop and maintain call handling procedures, scripts, escalation protocols, and SOPs.
- Ensure proper allocation of calls among team members based on workload and priority.
- Monitor peak-hour call volumes and ensure adequate manpower availability.
- Coordinate with IT/HMS/telephony vendors for technical issues affecting call center operations.
B. Appointment Management
- Oversee appointment booking, rescheduling, cancellation, and confirmation processes.
- Coordinate with OPD, doctors, diagnostics, admissions, and other departments for appointment availability.
- Ensure accurate communication regarding doctor availability, consultation timings, departments, services, and hospital facilities.
- Monitor appointment conversion from enquiries to confirmed visits.
- Track missed appointments and ensure appropriate follow-up calls.
- Develop strategies to improve appointment conversion and patient retention.
C. Patient Enquiries & Communication
- Ensure patients and attendants receive accurate and timely information.
- Handle enquiries related to doctors, specialties, OPD timings, diagnostics, packages, admissions, procedures, insurance, and hospital services.
- Ensure communication is professional, empathetic, and patient-friendly.
- Ensure patient confidentiality and appropriate handling of personal information.
- Escalate clinical questions to the appropriate medical team rather than providing unauthorized medical advice.
D. Outbound Calls & Patient Follow-up
- Plan and monitor outbound calling activities.
- Ensure follow-up of leads, enquiries, appointments, health packages, diagnostic services, and hospital campaigns.
- Coordinate patient recalls and follow-ups as per hospital requirements.
- Monitor lead status from enquiry through appointment and visit.
- Improve conversion rates through structured follow-up processes.
E. Team Management
- Lead, supervise, and motivate the call center team.
- Prepare duty rosters, shift schedules, leave plans, and manpower requirements.
- Monitor attendance, punctuality, productivity, and workload distribution.
- Conduct regular team meetings and performance reviews.
- Coach employees on communication skills, call etiquette, hospital services, and escalation handling.
- Identify training requirements and coordinate with HR/Training teams.
- Conduct regular call audits and provide constructive feedback.
- Take corrective action for repeated performance or quality issues as per hospital policy.
F. Call Quality & Patient Experience
- Conduct regular call monitoring and quality audits.
- Evaluate communication quality, accuracy, empathy, professionalism, and adherence to approved scripts.
- Handle escalated patient complaints and difficult conversations.
- Coordinate with concerned departments for timely resolution of patient issues.
- Monitor patient feedback and identify recurring service gaps.
- Implement corrective and preventive actions to improve patient experience.
G. MIS & Performance Reporting
Prepare and submit daily, weekly, and monthly reports covering:
- Total inbound calls
- Total outbound calls
- Answered calls
- Missed/abandoned calls
- Average response time
- Average handling time (AHT)
- First Call Resolution (FCR)
- Appointment enquiries
- Appointments booked
- Appointment conversion rate
- Cancellation/rescheduling rate
- Lead follow-up status
- Patient complaints/escalations
- Call quality score
- Patient satisfaction score
- Agent productivity
- Team attendance and manpower utilization
Current healthcare contact-center roles commonly track measures such as call quality, response time, AHT, FCR, call volume, missed calls, conversion, and patient satisfaction.
H. Interdepartmental Coordination
- Coordinate closely with:
- OPD
- IPD / Admissions
- Emergency
- Billing
- Diagnostics
- Pharmacy
- Nursing
- Doctors / Consultants
- Insurance / TPA
- Marketing
- Patient Relations
- IT / HMS
- Ensure quick resolution of patient-related communication gaps.
- Establish clear escalation matrices for different categories of calls and complaints.
I. Process Improvement
- Identify gaps in existing call center processes and recommend improvements.
- Introduce standard scripts, FAQs, escalation matrices, and call-flow processes.
- Analyze call data and patient feedback to identify trends.
- Improve productivity through technology, automation, and workflow optimization.
- Work with management to develop initiatives that improve patient engagement and revenue opportunities.
3. Key Performance Indicators (KPIs)KPIKey MeasureCall Answer Rate≥ 95% or hospital-defined targetMissed/Abandoned CallsMinimum possibleAverage Handling TimeAs per defined service standardAppointment ConversionMonthly targetLead ConversionMonthly targetFirst Call ResolutionContinuous improvementCall Quality Score≥ 90% or hospital targetPatient Satisfaction≥ 90% or hospital targetComplaint Resolution TATWithin defined TATFollow-up Completion≥ 95%Agent ProductivityIndividual/team targetAttendance & Adherence≥ 95%Reporting Accuracy100%
Targets should be finalized based on the hospital's call volume, staffing model, specialty mix, and operating hours.
4. Qualification
Essential:
- Bachelor's degree in any discipline.
- Degree/Diploma in Healthcare Management, Hospital Administration, Business Administration, or related field will be an advantage.
Preferred:
- Healthcare/hospital call center experience.
- Experience with CRM, HMS, telephony, IVR, or contact-center platforms.
5. Experience
- 5–8 years of total experience, with at least 2–3 years in a supervisory/managerial role.
- Prior experience in a hospital, healthcare organization, clinic network, diagnostic center, or healthcare contact center is preferred.
6. Required Skills
- Strong team leadership and people-management skills.
- Excellent verbal and written communication.
- Patient-centric approach with empathy and professionalism.
- Strong knowledge of call center operations.
- Appointment booking and lead-conversion expertise.
- Complaint and escalation management.
- Data analysis and MIS reporting.
- Good knowledge of MS Excel.
- Familiarity with CRM/HMS and call-center technology.
- Strong problem-solving and decision-making skills.
- Ability to work under pressure and manage high call volumes.
- Good coordination and stakeholder-management skills.
7. Behavioral Competencies
- Patient-focused mindset
- Empathy and active listening
- Ownership and accountability
- Leadership
- Professionalism
- Conflict management
- Decision-making
- Continuous improvement mindset
- Team collaboration
- Confidentiality and ethical conduct
8. Preferred Additional Skills
- Experience managing 24/7 or extended-hour hospital call centers.
- Knowledge of appointment conversion and healthcare lead management.
- Experience in multi-specialty hospital environments.
- Knowledge of patient experience and service-recovery processes.
- Experience handling large-volume inbound/outbound campaigns.
- Ability to create dashboards and management reports.
9. Overall Success in the Role
The Call Center Manager will be considered successful when the hospital achieves:
Higher call answer rates + lower missed calls + better appointment conversion + faster response + improved patient satisfaction + stronger team productivity + effective complaint resolution.
The role should function as a key link between the patient, call center, doctors, OPD, diagnostics, admissions, and hospital operations.
INTERESTED CANDIDATE CAN SHARE UPDATED RESUME
[email protected]
Pay: ₹11,015.23 - ₹69,648.15 per month
Benefits:
Work Location: In person
