Healthcare Professional Lead

2 weeks ago

Chennai, Tamil Nadu, India beBeePatientCare Full time ₹ 5,00,000 - ₹ 8,00,000

Job Title: Patient Care Call Center Director

About the Role:

We are seeking an experienced healthcare professional to lead our US-based patient care call center, operating weekdays during US business hours. The ideal candidate will oversee a team of customer service agents and healthcare professionals, leveraging cloud-based contact center technology to deliver patient-centric support.

Key Responsibilities:
  • Team Leadership & Management:
  • Manage and mentor a team of call center agents and healthcare professionals, fostering a culture of empathy and high performance.
  • Monitor team performance through KPIs (e.g., first-call resolution, patient satisfaction, call abandonment rates) and implement improvement plans.
  • Cloud Contact Center Operations:
  • Administer and optimize cloud contact center platform for inbound/outbound calls, video interactions, SMS, email, and chat to ensure seamless multichannel communication.
  • 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 US business hours.

Qualifications:

  • Education: Bachelor's degree in healthcare administration or a related field.
  • Experience:
  • 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.
  • Skills:
  • Expertise in cloud contact center configuration, administration, and analytics.
  • Strong understanding of healthcare processes, patient engagement, and compliance.
  • Exceptional leadership, communication, and problem-solving skills.

Benefits:

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

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