Patient Engagement Team Lead

3 days ago

Karachi, Sindh, Pakistan DM Clinical Research Full time $60,000 - $120,000 per year

The Patient Engagement Team Lead plays a critical role in serving as a liaison between the patients and the

organization. You will be responsible for maintaining excellent patient engagement and experience by critically

thinking and creatively problem solving to promptly address patient queries. In addition to this, you will also

support in conducting quality checks and training the inbound call center team to ensure top notch inbound patient

communication and experience.

DUTIES & RESPONSIBILITIES

  • Manage large amounts of calls promptly and efficiently
  • Route inbound calls/emails/patient queries and complaints to the respective departments/sites in a timely and efficient manner
  • Identify patients' needs, clarify information, research every issue, and work collaboratively with the clinical team, and other staff to resolve patient issues and queries promptly
  • Ability to develop a rapport and a trusted relationship with the patient to provide exceptional customer service and experience
  • Maintain records and the required data of all inbound communications on trackers and electronic platforms (Crio/Comtrak) in a comprehensible way
  • Perform data collection, analysis and presentation on critical patient engagement/experience metrics while adhering to IRB and HIPAA guidelines for reports, to drive evaluation of ongoing initiatives and programs e.g. Patient Engagement Dashboard, PE Scorecard etc.
  • Maintain and update call center SOP guidelines, handbook, FAQ's and training materials on a monthly basis
  • Maintain and update SOP for all individually responsible projects
  • Support in conducting training and onboarding of inbound call center associates and other patient engagement team members
  • Provide consistent assistance and support to the inbound call center team on day to day tasks
  • Conduct a thorough quality check and analysis of call center phone lines to provide feedback and drive improvement initiatives
  • Design and execute new strategies to improve the overall patient experience and engagement.
  • Drive the implementation of new strategies and processes to collect patient feedback through multiple platforms used by the organization e.g. Google reviews, Patient Experience surveys etc.
  • Frequently attend educational seminars to improve knowledge and performance level
  • Meet personal/team qualitative and quantitative targets
  • Must demonstrate the ability to handle multiple projects simultaneously
  • Assist with any other matters assigned by the management team

KNOWLEDGE & EXPERIENCE

Education:

  • Bachelor's degree or above required from an accredited college or university.

Experience:

  • 2+ years of experience in customer service within the healthcare setting or an equivalent combination of education and experience

Credentials:

  • N/A

Knowledge and Skills:

  • Previous experience in Customer Service or related department in a healthcare setting
  • Strong written and verbal communication skills along with active listening
  • Familiarity with Clinical Research Data Collection systems E.g. Crio, Florence etc.
  • Ability to design training materials, SOP's and conduct trainings
  • Customer focus and adaptability to different personality types
  • Demonstrate proficiency with Microsoft Suite, Google Suite and similar platforms
  • Well organized, attention to detail and a multi-tasker
  • Excellent customer service skills

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