Patient Services Supervisor

2 days ago

Karachi, Sindh, Pakistan beBee Careers Full time

Job Summary:

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The Supervisor - Patient Access role is a key position that oversees the Contact Center team, ensuring they achieve performance targets. The supervisor will coach and counsel team members to improve their quality, efficiency, and productivity.

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Key Responsibilities:

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  • Coach the Contact Center team on AKUH systems and product knowledge.">
  • Answer 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.">
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Requirements:

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You should have/be:

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  • 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).">
  • Reports Management & Data Analysis skills.">
  • Able to work in shifts and also on National Holidays.">
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About the Role:

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This is an exciting opportunity for someone who wants to make a real impact in a dynamic environment. You will be working closely with a talented team to deliver exceptional customer service.

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What We Offer:

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We offer a competitive compensation package, comprehensive benefits, and opportunities for professional growth and development.

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Contact Information:

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Please submit your application through our website.

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