Call Center Supervisor

NMC healthcare LLC; Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

NMC Healthcare LLC is seeking a patient services associate to be the first point of contact for patients, delivering exceptional service. You will answer calls, help schedule appointments, verify details, and route inquiries to the correct healthcare personnel while maintaining privacy and professionalism.

Ideal candidates have a Bachelor’s degree and at least 3 years in customer service; healthcare experience in the UAE is a plus.

Qualifications

• Bachelor's Degree in any discipline.
• Minimum 3 years of experience in a customer service role.
• Healthcare experience in the UAE is an advantage.

Responsibilities

• Be the first point of contact for patients, providing exceptional customer service and support.
• Answer incoming calls and manage multiple lines.
• Schedule appointments and manage doctor calendars.
• Maintain departmental KPIs and improve patient experience.
• Escalate issues to the appropriate department as needed.
• Provide training and mentorship to team members to ensure service quality.
• Maintain patient confidentiality and professional conduct at all times.

Education

Bachelor's Degree

Job description

You will be the first point of contact for our patients providing them with exceptional customer service and support. Ensuring calls to and from the hospital are attended promptly, politely and to the entire satisfaction of the patient. Answering incoming calls, managing multiple lines simultaneously, and helping patients with various tasks including scheduling appointments, providing information about healthcare services, confirming insurance details, and routing calls to appropriate healthcare personnel.

Responsibilities

• Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls
• Maintaining the departmental KPIs
• Liaising with the supervisor and the HOD to improve KPIs and overall patient experience
• Attending to all incoming patient calls promptly without delay
• Ensuring call backs are completed in a timely manner
• Maintaining clarity in communication and a pleasant tone of voice at all times
• Well versed with contact center processes: call hold, call transfer, message receipt, call back as per specified guidelines
• Assisting patients in the best possible way and creating a good impression
• Maintaining a good average handling time while ensuring caller satisfaction
• Booking appointments and clarifying enquiries related to hospital services
• Collecting and maintaining feedback regarding services and communicating complaints to the concerned department
• Handling difficult patients calmly and professionally and escalating to the concerned department when needed
• Multitasking and managing call volumes as per the call process flow
• Promoting hospital services to patients
• Following the duty schedule assigned by the team leader/supervisor, including shift timings as required by the department
• Strictly adhering to NMC regulations and policies, especially those related to infection control, patient safety and JCI standards
• Supporting Continuous Quality Improvement and contributing to all quality assurance activities of the service
• Participating in scheduled in‑house training programs
• Exercising effective interpersonal skills in dealings with department staff, colleagues and management
• Maintaining patient staff confidentiality
• Demonstrating the ability to listen to others and promote effective communication
• Managing appointments: no shows, confirmations, cancellations, and rescheduling
• Creating and updating doctors’ calendars and maintaining doctors’ notes
• Maintaining duty changes as per the unit protocol
• Monitoring employee scheduling of the department to ensure operational coverage
• Providing support related to attendance, leave, overtime, staff allocations, uniform, dress code and personal hygiene
• Supervising work outputs related to appointment scheduling, patient registration, medical insurance, and billing
• Providing training and mentorship to team members to ensure quality standards and service delivery
• Continuously maintaining an enabling environment for team development and growth
• Orienting new joiners and signing off probation periods
• Ensuring professional conduct and discipline within the team
• Providing support in the recruitment and selection process of team members
• Supporting and monitoring cost management initiatives
• Supporting staff engagement initiatives
• Continuously monitoring and measuring plans against quality indicators and departmental objectives, ensuring regular audits, analysing data, and providing relevant feedback
• Completing yearly appraisals and coaching team development
• Maintaining quality service by ensuring high customer service standards, identifying trends, and recommending process improvements
• Managing complaint processes linked to overall patient experience
• Participating in hospital training programs
• Preparing and maintaining daily and monthly reports on cancellations, abandoned calls, and KPIs
• Managing and updating appointments on the NMC website and Okadoc, including doctor profile updates and appointment slots
• Reviewing and verifying doctors’ schedules daily
• Performing agent call audits and providing counsel to staff for performance improvement
• Ensuring performance management contracts are in place for the team
• Conducting and documenting bi‑annual performance conversations
• Identifying high‑potential talent and facilitating development plans in cooperation with Human Resources
• Ensuring training plans are developed and monitored to promote continuous sharing of knowledge and skill
• Monitoring the quality of onboarding for new employees and ensuring probation periods are signed off
• Working closely with the recruitment team to recruit and select competent employees

Qualifications

• Bachelor’s Degree – any discipline or related fields; Master’s degree will be an advantage
• 3+ years of experience in a customer service role or a relevant field
• Healthcare experience in the UAE will be an advantage