Call Center Supervisor
Sidra medicine Qatar
مجموع سنوات الخبرة :10 years, 5 أشهر
I am involved in Sidra New Evening Clinics project by supervising direct scheduling operations, Verification of benefits and accurate demographic, insurance preauthorization and claims, financial data collection also outbound reminder calls for Clients
•Also Assisting Women's OPC clinic and esthetic clinic by supervising direct scheduling operations and outbound reminder calls from the call center
•Examine the Scheduling Call Center indicators every day to ensure that appointment queues and work lists are completed before the end of business.
•Preparing daily and monthly calls and staff productivity reports for senior managers
•Work with financial counselors to assist with all patient-related financial arrangements.
•Work with insurance providers to make sure we are in compliance with insurance procedures and guidelines
•Overseeing the processing and settlement of insurance claims, ensuring they are handled fairly and efficiently.
•Make sure that Call Center schedulers are giving the correct and complete information's Regarding payment, insurance and to understand Client needs For pediatric outpatient clinics Women's OPC, esthetic and Covid-19 clinics
•Make sure that calls are answered by staff within agreed timescales and in an appropriate manner
•Make sure that the team is in line with call Centre and Sidra customer service targets.
•Coaching and motivating staff
•Random monitoring calls to ensure that standards are high.
•Managing information and statistics ensures that all staff are kept informed of legislation, new working practices and technological changes.
•Keeping a close eye on staff turnover, absenteeism, and overtime
•Supervising a large team of staff from diverse backgrounds
•Attending meetings with the managers to review progress and any problems
•Attending meetings with other departments to go over team goals, news, updates, obstacles and to strategize next steps
•Monitor the quality performance for the staff continuously
•Giving staff feedback on their performance
•Giving motivational speeches to the call center team on a regular basis
•Holding shift meetings at the start of the working day.
•Coaching and training call center team.
•Involved with the HR department in sending the staff payroll, time sheets, and attendance master file.
•Staff absence monitoring.
•Delivering first-class customer service to customers.
•Holding regular meetings with senior managers on the performance of the call center
•Compiling statistics and then compiling reports for senior managers
•"Data analysis-driven decisions": I examine the flow of call center calls and staff productivity using Excel program and tableau program in order to better understand client behavior and predict the flow so that I can organize the team accordingly to achieve the best possible performance.
Advice costumers and helping them to do the right choice by giving them the best
experience,
• Take care of all the tasks in the store and make sure are done and complete.
• Responsible for handling multiple customer care tasks and activities
• Emails, trouble tickets and customer complaints/escalations