Call Center Manager-Health Care Industry-Hyderabad

Immediate Hiring for Call Center Manager

Kindly find the below job description and interested candidates can send your CV's to

Job Title: Call Center Manager – Healthcare BPO

Experience Required: 8+ years

Salary: 5LPA-9LPA, Slight Negotiable, Incentives

Location: [JNTU, Hyderabad]

Department: Operations / Call Center Management

Reporting To: Head of Operations / VP – BPO Delivery

Industry: Healthcare / Medical Services / Hospital & Clinic

Notice: Immediate Joiner

Mode of Working: Work from Office

Job Summary:

The Senior Call Center Manager – Healthcare BPO will oversee all call center operations including inbound/outbound voice, email, and chat support for healthcare clients. The role is responsible for managing teams across patient support, appointment scheduling, claims inquiries, telemedicine assistance, and other healthcare interactions, ensuring excellent service delivery, compliance, and client satisfaction.

Key Responsibilities:

1. Operational Leadership:

• Lead and manage teams handling healthcare process calls, including patient support, billing & claims, insurance verification, and medical inquiries.
• Monitor daily operational metrics, workforce productivity, and SLAs to ensure seamless process performance.
• Drive operational excellence by implementing best practices, SOPs, and process improvements.

2. Performance Management:

• Track key performance indicators (KPIs) like AHT, CSAT, FTR, quality scores, and agent utilization.
• Conduct regular performance reviews, provide coaching, and set development plans for supervisors and team leads.
• Develop incentive plans and performance frameworks for motivation and retention.

3. Process & Quality Compliance:

• Ensure all call center operations comply with healthcare regulations including HIPAA, PHI handling, and client-specific quality standards.
• Collaborate with Quality Assurance to ensure service quality meets client and regulatory expectations.

4. Client Management:

• Act as the primary point of contact for healthcare clients to address needs, reporting, and escalations.
• Conduct weekly/monthly business reviews and manage client expectations around operational performance.

5. Workforce Planning:

• Forecast staffing needs, manage shift planning, and ensure optimal workforce coverage across functions.

6. Leadership & Collaboration:

• Lead a team comprising call center supervisors, team leads, and support teams.
• Collaborate with HR, Training, and IT to ensure operational readiness for scale-ups or new process migrations.

Qualifications:

• Bachelor's degree in Business, Operations Management, Healthcare Administration, or related field.
• Minimum 8 years of experience in healthcare BPO, with at least 4 years in a managerial capacity.
• Strong expertise in managing call center operational metrics in healthcare processes.
• Experience in handling end-to-end patient engagement processes (billing, insurance, medical support, etc.).
• Knowledge of healthcare compliance standards (HIPAA, PHI).
• Strong leadership, communication, analytical, and client-facing skills.
• Proficiency in CRM tools and call center technology (e.g. Avaya, Five9, Genesys).

Preferred Skills:

• Six Sigma or similar process improvement certification
• Experience in transitioning processes and setting up new healthcare accounts
• Knowledge of revenue cycle management (RCM)

Interested Individual can share your Resume to What's App)

Regards

Praveen HR

Job Type: Full-time

Pay: ₹500, ₹800,000.00 per year

Experience:

• Operational Leadership:: 5 years (Preferred)
• Call center Manager: 5 years (Preferred)
• Performance management: 5 years (Preferred)
• 1. Leadership & Collaboration:: 5 years (Preferred)
• Managing Call Center Operational metrics: 5 years (Preferred)

Language:

• English (Preferred)
• Telugu (Preferred)