Patient Contact Center Manager

Job Title: Patient Contact Center Manager

Department: Operations, Managed Services

Reports To: Managed Services Manager

Location: Chennai, India

Employment Type: Full-Time

Job Type: Onsite presence in Chennai required

Position Summary

We are seeking an experienced Patient Contact Center Manager to lead our US-based patient care call center, operating weekdays during US business hours. The ideal candidate will oversee a team of healthcare professionals and customer service agents, leveraging Zoom Contact Center technology to deliver patient-centric support, execute targeted campaign strategies, and ensure operational excellence. This role requires expertise in Zoom's cloud-based contact center platform, strong leadership, and a focus on driving patient satisfaction and health outcomes.

Key Responsibilities

- Team Leadership & Management:
- Manage and mentor a team of call center agents and healthcare professionals, fostering a culture of empathy, collaboration, and high performance.
- Oversee recruitment, training, and development to ensure staff are proficient in Zoom Contact Center tools, medical terminology, and patient engagement protocols.
- Monitor team performance through KPIs (e.g., first-call resolution, patient satisfaction, call abandonment rates) and implement improvement plans.
- Zoom Contact Center Operations:
- Administer and optimize Zoom Contact Center platform for inbound/outbound calls, video interactions, SMS, email, and chat to ensure seamless multichannel communication.
- Configure Zoom workflows, queues, and analytics to enhance efficiency and patient experience.
- Troubleshoot technical issues and collaborate with Zoom support and IT teams to maintain system reliability.
- Patient-Centric Service Delivery:
- Ensure empathetic, personalized support for patient inquiries, appointment scheduling, triage, billing, and telehealth assistance during US business hours.
- Integrate with Electronic Health Records (EHR) and CRM systems to provide real-time, data-driven patient interactions.
- Maintain strict compliance with HIPAA and data security standards for all communications.
- Campaign Strategy Execution:
- Lead proactive outreach campaigns (e.g., health awareness, appointment reminders, wellness programs) using Zoom's multichannel capabilities.
- Segment patient populations by archetypes and personas for targeted messaging via Zoom's SMS, email, and call features.
- Analyze campaign performance using Zoom analytics and patient feedback to refine strategies and improve engagement.
- Operational Excellence:
- Drive efficiency by optimizing call flows, reducing wait times, and improving first-call resolution rates.
- Implement quality assurance programs, including call monitoring and patient surveys, to uphold service standards.
- Prepare performance reports for leadership, highlighting patient outcomes, operational metrics, and campaign results.

Qualifications

- Education: Bachelor's degree in healthcare administration, business management, or a related field. Master's degree preferred.
- Experience:
- 5+ years of experience managing a contact center, with at least 2 years using Zoom Contact Center or similar cloud-based platforms.
- Proven track record in healthcare call center operations, preferably in patient care or telehealth.
- Experience leading targeted outreach campaigns and multichannel communication strategies.
- Skills:
- Expertise in Zoom Contact Center configuration, administration, and analytics.
- Strong understanding of healthcare processes, patient engagement, and compliance (e.g., HIPAA).
- Exceptional leadership, communication, and problem-solving skills.
- Proficiency in CRM, EHR integration, and data analytics tools.
- Ability to work evening/night shifts (IST) to align with US business hours.
- Preferred:
- Knowledge of patient archetypes/personas and campaign segmentation.
- Experience in a global healthcare environment, particularly with US-based operations.

Work Environment

- Location: Chennai, India (primarily onshore operations).
- Schedule: Monday to Friday, 5:30 PM - 2:30 AM IST (aligned with US EST business hours).
- Hybrid/Onsite: Onsite presence in Chennai required, with potential for hybrid work based on performance.

Benefits

- Competitive salary and performance-based incentives.
- Opportunities for professional development and Zoom certification training.
- Supportive, patient-focused work culture with a global impact.

About OPOS, Inc.

OPOS, Inc. provides operational and patient outreach services for medical practices. Our mission is to deliver efficient, patient-centered support that enhances practice performance and patient satisfaction.

About Earning Curve, Limited

Earning Curve Limited supports the OPOS operations and mission by delivering solutions and services. Our people enable operational and patient outreach services and solutions for medical practices for OPOS.

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