Job Description

Job Description

Oversees the day-to-day operations of the hospital’s call center, ensuring all patient interactions are handled confidentially, efficiently, and in line with hospital standards. Supervises and develops call center staff, monitors service quality, and drives operational performance to meet established targets. Fosters a culture of teamwork and respect for diversity, ensures adherence to hospital policies, and actively contributes to process improvements that enhance patient and stakeholder satisfaction.

Responsibilities

Confidentiality & Compliance

• Ensures strict confidentiality is maintained by self and all employees handling patient information within the Call Center.
• Supports, enforces, and interprets hospital and departmental policies and procedures to all team members.
• Ensures all staff complete departmental and unit-specific competencies and that all new hires complete a planned and documented departmental orientation.
• Ensures 100% staff attendance at mandatory in-service sessions and ongoing education programs.

Operational Excellence

• Sets, monitors, and ensures achievement of call center speed, efficiency, and quality targets.
• Monitors calls randomly to improve service quality, minimise errors, and track operator performance.
• Records and analyses performance statistics, user rates, and prepares reports; makes data-driven recommendations to enhance efficiency and service levels.
• Sources and recommends new methods, including the introduction of new algorithms and software, to improve call center efficiency and performance.
• Develops, implements, and monitors measurable goals and quotas for service volumes and timeliness; evaluates creative approaches to meeting goals.
• Collaborates with other hospital departments to ensure accurate and efficient communication regarding appointments, admissions, and hospital services.
• Covers for the Call Center Manager during their absence, ensuring continuity of operations and effective decision-making.

Staff Supervision & Development

• Supervises, trains, and mentors call center agents to deliver exceptional service in accordance with hospital standards.
• Coducts regular reviews of staff performance, identifies training needs, and recommends professional development plans for continuous improvement.
• Provides ongoing support, feedback, and objective performance appraisals to staff; assists with action plans, counselling, or disciplinary action as necessary.
• Promotes effective onboarding, orientation, and support for new staff, ensuring the assignment of appropriate preceptors and monitoring individual progress.

Teamwork & Collaboration

• Creates and supports an environment that fosters teamwork, cooperation, and respect for cultural diversity among all staff.
• Promotes interdisciplinary collaboration to achieve the best patient outcomes.

Qualifications

• Bachelor’s Degree in Business Administration, Healthcare Management, or related field
• Certification in Customer Service, Call Center Management, or a relevant field preferred

PROFESSIONAL EXPERIENCE:

• Minimum of five (5) years of call centre experience with a minimum of two (2) years as a Team Leader, preferably within a medical environment.
• Knowledge of Hospital Information Systems (HIS), Electronic Medical Records (EMR), and modern call center technology.
• Knowledge of UAE/GCC healthcare regulations, patient confidentiality standards, and customer service best practices.
• Knowledge of hospital operations and appointment scheduling.
• Knowledge of call center systems and telephony platforms.
• Skills in Supervising, Coaching, and Developing teams.
• Skills in Performance Monitoring and Quality Assurance.
• Skills in Effective Communication (English required, Arabic preferred).
• Skills in Conflict Resolution, Counselling, and Disciplinary processes.
• Skills in Analysing Data, Reporting, and Process Improvement.
• Ability to work effectively under pressure in a fast-paced environment.
• Ability to handle confidential and sensitive information with discretion.
• Ability to motivate staff and foster a positive, collaborative team culture.
• Ability to promote and respect diversity in the workplace.
• Ability to support and drive continuous staff development.