Healthcare Access Supervisor

2 days ago

Karachi, Sindh, Pakistan beBeeSupervisor Full time 6,000,000 - 8,700,000
Job Title

The role of a supervisor in patient access is to ensure seamless communication between patients and the hospital staff. With the increasing demand for quality healthcare services, this position plays a crucial part in maintaining high standards of patient satisfaction and experience.

This supervisory role involves coaching and guiding contact center team members on AKUH's Contact Center System and product knowledge. They must also be able to answer all inbound calls and chats received at the Hospital Contact Center efficiently and effectively.

To minimize shift leakages and daily shrinkage, supervisors utilize complete login hours from each CSR. They are responsible for responding to live queries of CSRs during their shift, ensuring appointment accuracy in OPMS from all CSRs as per given guidelines, and conducting random calls evaluation (both live and recorded) for performance evaluation and coaching.

A strong coordination with all departments is essential for the success of this role. Supervisors work closely with Contact Center Management to achieve hourly & daily Service Level and Drop Ratio targets. They also ensure compliance with all HR & Contact Center Policies & Procedures, and assist the Contact Center Manager with other tasks/projects.

The ideal candidate should have a minimum 3 years of Contact Center experience as Agent, Team Leader or Team Coordinator. Strong teamwork & team motivation skills, coaching & counselling skills, good knowledge of OPMS and AKUH Systems, performance & KPIs management experience, and proficiency in MS Office (Word, Excel & PowerPoint) are also required.

Key Responsibilities
  • Coach the Contact Center team 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.
  • 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.
  • Assist the Contact Center Manager with other tasks/projects.
Requirements
  • Minimum 3 years of Contact Center experience as Agent, Team Leader or Team Coordinator.
  • 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).

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