Offer summary

Qualifications:

Graduate of an Allied Health-related course., 4 to 6 years of experience in customer service within a healthcare call center environment., Strong knowledge of IVR systems and excellent communication skills are essential., Detail-oriented with strong organizational skills and ability to handle high-pressure situations..

Key responsabilities:

Provide exceptional customer service by addressing inquiries and resolving issues efficiently.

Oversee daily operations of the healthcare call center to ensure smooth workflow.

Monitor and analyze call center metrics to identify areas for improvement and implement process enhancements.

Train and mentor new employees while ensuring compliance with healthcare regulations and company policies.

Job description

Baqs

Graduate of an Allied Health-related course.
Open to fresh graduates and career shifters.

Job Summary

We are seeking a dedicated Process Specialist for our Healthcare Call Center with 4 to 6 years of experience. The ideal candidate will have expertise in Customer Service and IVR systems. This is a work-from-home position with night shifts. The role does not require travel.

Responsibilities

Provide exceptional customer service by addressing inquiries and resolving issues efficiently.
Oversee the daily operations of the healthcare call center to ensure smooth workflow.
Utilize IVR systems to streamline call handling and improve customer experience.
Monitor and analyze call center metrics to identify areas for improvement.
Implement process improvements to enhance service delivery and operational efficiency.
Collaborate with team members to develop and refine call center protocols.
Ensure compliance with healthcare regulations and company policies.
Train and mentor new employees to maintain high standards of customer service.
Handle escalated calls and provide solutions to complex customer issues.
Maintain accurate records of customer interactions and transactions.
Provide feedback to management on customer concerns and trends.
Participate in regular team meetings to discuss performance and share best practices.
Stay updated on industry trends and advancements in call center technology.

Qualifications

Must have 4 to 6 years of experience in customer service within a healthcare call center environment.
Should possess strong knowledge of IVR systems and their application in call centers.
Must have excellent communication and problem-solving skills.
Should be able to work independently and manage time effectively.
Must be detail-oriented with strong organizational skills.
Should have the ability to handle high-pressure situations calmly and efficiently.
Must be proficient in using call center software and other relevant tools.

Certifications Required

Certified Call Center Manager (CCCM) or equivalent certification in customer service management.

Required profile