Healthcare Contact Center Director

1 week ago

Chennai, Tamil Nadu, India beBeePatient Full time ₹ 20,40,000 - ₹ 30,15,000

About This Role

We are seeking an experienced Patient Contact Center Manager to lead our patient care call center. The ideal candidate will oversee a team of healthcare professionals and customer service agents, leveraging technology to deliver patient-centric support.

Key Responsibilities:

  • Team Leadership & Management:
  • Foster a culture of empathy, collaboration, and high performance by managing and mentoring a team of call center agents and healthcare professionals.
  • Oversee recruitment, training, and development to ensure staff are proficient in medical terminology and patient engagement protocols.
  • Monitor team performance through KPIs (e.g., first-call resolution, patient satisfaction) and implement improvement plans.
  • Technology Operations:
  • Administer and optimize the Zoom Contact Center platform for inbound/outbound calls, video interactions, SMS, email, and chat to ensure seamless multichannel communication.
  • Configure workflows, queues, and analytics to enhance efficiency and patient experience.
  • Troubleshoot technical issues and collaborate with 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 business hours.
  • Maintain strict compliance with data security standards for all communications.
  • Campaign Strategy Execution:
  • Lead proactive outreach campaigns using multichannel capabilities.
  • Segment patient populations for targeted messaging via SMS, email, and call features.
  • Analyze campaign performance to refine strategies and improve engagement.
  • Operational Excellence:
  • Drive efficiency by optimizing call flows and improving first-call resolution rates.
  • Implement quality assurance programs, including call monitoring and patient surveys, to uphold service standards.
  • Qualifications
  • Bachelor's degree in healthcare administration or a related field. Master's degree preferred.
  • 5+ years of experience managing a contact center, with at least 2 years using cloud-based platforms.
  • Proven track record in healthcare call center operations, preferably in patient care or telehealth.
  • Skill Requirements
  • Expertise in Zoom Contact Center configuration and administration.
  • Strong understanding of healthcare processes and compliance.
  • Exceptional leadership, communication, and problem-solving skills.
  • Proficiency in CRM tools and data analytics.

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