Supervisor - Patient Access

4 weeks ago

Karachi, Sindh, Pakistan Aga Khan University Full time
IntroductionThe Aga Khan University Hospital is a not-for-profit healthcare institute that offers all medical services to their patients under one roof. In addition to the tertiary care hospital in Karachi, AKUH has a network of 4 secondary care hospitals, 30+ Medical Centres, and over 290+ Clinical Laboratories, 30+ Pharmacies in over 120+ cities across Pakistan. It also offers Home Healthcare Services and home deliveries of medicines. The Hospital provides Zakat for those patients who are eligible, and the health systems offers generous Patient Welfare to support those in financial need. In recognition of its high quality and patient safety, the AKUH is accredited by the Joint Commission International (JCI) as an Academic Medical Centre and its Clinical Laboratories are accredited by the College of American Pathologists (CAP) for fast and accurate testing. The Supervisor Contact Center role includes monitoring and coaching of the Contact Center team (Customer Services Representatives) to achieve performance targets. He will also help CSRs to improve their overall quality, efficiency & productivity through effective coaching and counselling. Will be responsible to provide assistance to the Coordinator for meeting targets for the department and also to act as a communication channel between CSRs and Management. As an equal opportunity employer, AKU believes in promoting a diverse and inclusive culture and is committed to adopting appropriate standards for safeguarding and promoting a respectful relationship with and between diverse workforce of its faculty, staff, trainees, volunteers, beneficiaries, wider communities, and other stakeholders with whom it works, including children and vulnerable adults and expects all employees/trainees and partners to share this commitment.Responsibilities

You will be responsible to:

  1. Coach the Contact Center team (CSRs) on AKUH Contact Center System & Product knowledge.
  2. Answer all inbound calls and chats received at the Hospital Contact Center.
  3. Minimize shift leakages and daily shrinkage by utilizing complete login hours from each CSR.
  4. Respond to live queries of CSRs during their shift.
  5. Ensure appointment accuracy in OPMS from all CSRs as per given guidelines.
  6. Strong coordination with all departments (Clinic Supervisors / Coordinators and Unit Receptionists).
  7. Conduct random calls evaluation (both live and recorded) for performance evaluation and coaching.
  8. Assist Contact Center Management in achieving hourly & daily Service Level and Drop Ratio targets.
  9. Ensure compliance with all HR & Contact Center Policies & Procedures by himself & team.
  10. Assist the Contact Center Manager with other tasks/projects.
  11. Ensure weekly and monthly KPIs are achieved for self and team.
  12. Assist Coordinator / Manager Contact Center during monthly Root Cause Analysis and Training Need Analysis.
  13. Perform 8.5 hours shift duties 6 days a week including national holidays and perform overtime if required.
Requirements

You should have/be:

  1. Minimum 3 years of Contact Center experience as Agent, Team Leader or Team Coordinator (minimum 2 years with AKUH Contact Center).
  2. Teamwork & team motivation skills.
  3. Coaching & counselling skills.
  4. Good knowledge of OPMS and AKUH Systems.
  5. Performance & KPIs management experience.
  6. Proficiency in MS Office (Word, Excel & PowerPoint).
  7. Reports Management & Data Analysis skills.
  8. Able to work in shifts and also on National Holidays.

Comprehensive employment reference checks will be conducted.

To Apply

You should send your detailed CV to human.resources@aku.edu. Please mention the position "10005573" in the subject line.

Applications should be submitted latest by December 25, 2024.

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