We are seeking an experienced Call Center Supervisor to oversee and optimize scheduling operations within a healthcare environment. The successful candidate will be responsible for supervising scheduling staff, ensuring efficient patient appointment management, maintaining service excellence, and supporting operational objectives. This role requires strong leadership skills, customer service expertise, and the ability to work effectively in a fast-paced healthcare setting.
Key Responsibilities
Operational Management
- Design, implement, and maintain scheduling protocols under the guidance of the Head of Screening Programs.
- Monitor daily scheduling activities to ensure smooth, accurate, and efficient operations.
- Coordinate proactively with Health Information Management (HIM) and Operations teams to improve patient flow and service delivery.
- Ensure appointments are scheduled in accordance with organizational, site, and system protocols.
Team Leadership
- Supervise, coach, and support scheduling staff to achieve performance and service standards.
- Collaborate with Workforce Training & Development teams to identify training needs and support staff development.
- Foster a positive, collaborative, and high-performance work environment.
Customer Service & Patient Support
- Handle incoming calls professionally, courteously, and efficiently.
- Respond promptly to referrer inquiries, concerns, and operational issues.
- Provide patients with accurate and comprehensive preparation instructions for scheduled procedures.
- Deliver exceptional customer service while maintaining patient satisfaction.
Data Management & Reporting
- Verify and update patient and physician information accurately within the system.
- Prepare and submit operational and performance reports as required by department management.
- Ensure data integrity and compliance with documentation standards.
Compliance & Quality Assurance
- Ensure adherence to organizational policies, procedures, and healthcare regulations.
- Maintain strict confidentiality of patient and organizational information.
- Demonstrate a proactive approach to patient safety and report concerns promptly.
- Support continuous improvement initiatives within the scheduling and call center functions.
Qualifications
- Bachelor's Degree in Business Administration, Management, Health Sciences, or a related field.
- Minimum 5 years of experience in a healthcare environment with strong customer service exposure.
- Previous experience in a medical call center is highly preferred.
- Knowledge of medical terminology is an advantage.
Skills & Competencies
- Strong supervisory and team leadership skills.
- Excellent customer service and stakeholder management abilities.
- Strong organizational and multitasking skills.
- Good computer literacy and proficiency in scheduling systems.
- Ability to work effectively under pressure and manage competing priorities.
- Excellent verbal and written communication skills in English.
- Ability to work effectively with multicultural teams and diverse patient populations.
- Strong attention to detail and commitment to quality service delivery.
Language Requirements
- English – Required
- Arabic – Preferred
