Hospital Call Center Manager

6 days ago

Mumbai, India Sir H.N. Reliance Foundation Hospital & Research Centre Full time

Company Overview Sir H.N. Reliance Foundation Hospital & Research Centre is a top-tier, multi-specialty tertiary care hospital in Mumbai with 345 beds. Known for its state-of-the-art infrastructure and a commitment to Respect for Life, it offers advanced diagnostic services and prioritizes excellence in medical care. With a legacy dating back to 1918, the hospital upholds its values through dedicated service and care, continuing a tradition of distinction in the healthcare industry. Job Overview We are seeking a dedicated and organized junior level Contact Center Manager to join our team at Sir H.N. Reliance Foundation Hospital & Research Centre in Mumbai. This is a full-time position where you will manage and streamline call routing processes to enhance communication efficiency in a healthcare environment. Join us to contribute to our commitment to excellent patient care and operational excellence. Qualifications and Skills Proficiency in managing call routing, ensuring inbound and outbound call flows are efficient and effective. Excellent communication skills to interact with staff and manage patient queries professionally. Strong organizational skills to manage multiple tasks and streamline call center operations smoothly. Ability to implement and monitor call center performance metrics to ensure high-quality service delivery. Previous experience in a healthcare setting is preferred, providing insight into patient needs and operational goals. Capability to train and lead a team effectively, fostering a productive work environment. Problem-solving skills to quickly address and resolve any issues that arise with call handling and routing. Must be adept at using communication technology efficiently, ensuring all equipment functions optimally. Roles and Responsibilities Manage, organize, and streamline call routing, ensuring efficient inbound and outbound call processes. Monitor call center operations, including assessing performance metrics to maintain service standards. Train and guide call center staff, ensuring team members are well-prepared to handle patient inquiries effectively. Address and resolve issues swiftly, maintaining a high level of quality and efficiency in call handling. Develop strategies to improve call center productivity and patient satisfaction rates. Coordinate with healthcare professionals to ensure patient needs are prioritized and met promptly. Maintain records of calls and manage data accurately for reporting and further improvement analysis. Oversee staff

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