
Supervisor - Patient Access
4 weeks ago
You will be responsible to:
- Coach the Contact Center team (CSRs) on AKUH Contact Center System & Product knowledge.
- Answer all inbound calls and chats received at the Hospital Contact Center.
- Minimize shift leakages and daily shrinkage by utilizing complete login hours from each CSR.
- Respond to live queries of CSRs during their shift.
- Ensure appointment accuracy in OPMS from all CSRs as per given guidelines.
- Strong coordination with all departments (Clinic Supervisors / Coordinators and Unit Receptionists).
- Conduct random calls evaluation (both live and recorded) for performance evaluation and coaching.
- Assist Contact Center Management in achieving hourly & daily Service Level and Drop Ratio targets.
- Ensure compliance with all HR & Contact Center Policies & Procedures by himself & team.
- Assist the Contact Center Manager with other tasks/projects.
- Ensure weekly and monthly KPIs are achieved for self and team.
- Assist Coordinator / Manager Contact Center during monthly Root Cause Analysis and Training Need Analysis.
- Perform 8.5 hours shift duties 6 days a week including national holidays and perform overtime if required.
You should have/be:
- Minimum 3 years of Contact Center experience as Agent, Team Leader or Team Coordinator (minimum 2 years with AKUH Contact Center).
- Teamwork & team motivation skills.
- Coaching & counselling skills.
- Good knowledge of OPMS and AKUH Systems.
- Performance & KPIs management experience.
- Proficiency in MS Office (Word, Excel & PowerPoint).
- Reports Management & Data Analysis skills.
- Able to work in shifts and also on National Holidays.
Comprehensive employment reference checks will be conducted.
To ApplyYou 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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