Patient Contact Center Manager

Description:

We are seeking an experienced Quality Manager to lead a high-performing Referral Booking Management System team within a patient contact center. This role focuses on enhancing patient access services, ensuring service quality, managing escalations, and supporting strategic process improvements across healthcare referral operations.

Key Responsibilities:
🔹Supervise and mentor a large multidisciplinary team, including agents and team leads.
🔹Monitor call quality and ensure adherence to service scripts and patient interaction standards.
🔹Oversee daily RBMS referral operations, backlog tracking, and appointment scheduling workflows.
🔹Manage special cases including VIP appointments, redirected referrals, and patient complaints.
🔹Analyze data to identify process inefficiencies and implement quality improvement initiatives.
🔹Participate in the development and revision of operational workflows, SLAs, and reporting standards.
🔹Lead staff performance reviews, training initiatives, and continuous team development.
🔹Coordinate with multiple internal departments to ensure service excellence across referral channels.

Requirements
🔹 Bachelor’s degree in Business, Healthcare, Customer Service, or a related field.
🔹Minimum 3 years of experience managing teams of 25+ in a healthcare or call center setting.
🔹Strong communication, leadership, and problem-solving skills.
🔹Proficiency in Microsoft Office tools; Arabic language is a plus.
🔹Ability to work cross-functionally with healthcare and administrative teams.