Assistant Call Center Supervisor

Description

Summary: Supervise and support call center scheduling operations, ensuring efficient service delivery and staff development within a healthcare environment. Highlights: 1. Opportunity to lead and mentor scheduling staff in a dynamic environment. 2. Contribute to optimizing patient throughput and service delivery. 3. Utilize strong communication and problem-solving skills. **Key Responsibilities** * Assist in designing and implementing scheduling protocols under the supervision of the Screening Call Center Supervisor, ensuring operational efficiency and service quality. * Oversee scheduling activities to ensure smooth, accurate, and efficient operations. * Supervise and support scheduling staff, working closely with leadership to develop and implement training and skills enhancement programs. * Maintain and update call center knowledgebase, ensuring all booking and scheduling protocols remain current. * Monitor and control call center staff activities using Excel/CRM systems; ensure accuracy of data entry and provide feedback on performance and data issues. * Respond to referrers’ needs, inquiries, and issues promptly while ensuring data accuracy across referral systems (e.g., BIS/Cerner). * Coordinate proactively with relevant departments (e.g., HIM and Operations) to optimize patient throughput and service delivery. * Develop and maintain awareness of evolving technologies and support implementation of process improvements. * Prepare and submit required reports to management in a timely and accurate manner. * Handle incoming calls professionally and courteously, maintaining high standards of customer service in addressing patient and physician scheduling needs. * Schedule appointments in line with organizational, site, and system protocols. * Verify and update patient and physician information accurately in system databases. * Provide patients with clear and accurate preparatory information regarding procedures. * Monitor system performance and provide feedback on quality and operational improvements. * Track staff system usage (e.g., Cisco) and address non\-compliance or performance issues through corrective actions. * Prepare monthly and ad\-hoc reports as assigned; manage multiple priorities in a fast\-paced environment. * Lead and support team performance to meet operational targets and service benchmarks. * Demonstrate strong communication skills, providing clear verbal and written feedback to staff when required. * Promote a proactive patient safety culture by identifying risks and implementing preventive measures. * Identify, report, and follow up on patient safety concerns, incidents, and near misses in a timely manner. * Ensure adherence to all patient safety policies, procedures, and protocols. * Foster teamwork and maintain effective communication across teams. * Partner with the line manager to identify operational risks, develop mitigation plans, and ensure shared accountability for implementation and evaluation. * Maintain strict confidentiality of sensitive patient and organizational information. * Attend required meetings, training sessions, and corporate initiatives. * Perform any additional duties or responsibilities as assigned. **Qualifications** * Bachelor’s degree in Business Administration, Management, Health Sciences, or a related field. **Experience \& Knowledge** * Minimum of 3–5 years of experience in a call center or healthcare environment. * At least 2 years of experience in a supervisory or team leader role. * Strong customer service experience is essential. * Prior experience in a medical call center and knowledge of medical terminology is preferred. **Skills \& Competencies** * Strong computer skills, including CRM and data management tools. * Excellent supervisory and leadership abilities. * Strong verbal and written communication skills in English; Arabic is an advantage. * Ability to work effectively with individuals from diverse cultural backgrounds. * High level of professionalism, integrity, and confidentiality. * Self\-motivated, proactive, and able to work independently. * Ability to perform under pressure and manage multiple priorities. * Strong organizational and problem\-solving skills. * High level of motivation, discipline, and accountability. * Energetic, confident, and team\-oriented personality. Pay: QAR10,000\.00 per hour Experience: * similar role : 5 years (Required) Language: * Arabic (Required) License/Certification: * Qatar ID (Preferred) Work Location: In person