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CALL CENTRE MANAGER - MEDICAL - 336975
CALL CENTRE MANAGER - MEDICAL
Healthcare/ Pharmacies / Hospitals / Medical / Emergency Services
Wage / Salary:
R - Market Related - P/M (Per Month)
My client in the medical industry is looking for a Call Centre Manager to join their team in Bedfordview, Gauteng.
APPLICANTS IN THE AREA WILL BE GIVEN PREFERENCE
Duties & Responsibilities
Duties will include, but are not limited to, the following:
Manage the efficient and accurate control of the customer experience within the company
Manage the Authorisation and Call Centre in line with customer centric values, including response time and Doctor feedback of new patients.
Manage and organise the Call Centre in line with customer expectations including response time and solution/ troubleshooting.
anage Head office Reception and front desk image of the company
Ensure the successful on-boarding of new patients from script to first payment received.
Operation of an efficient and effective after hours (24 hour) call centre
Monitor and deliver KPIs to manage, measure and improve the customer experience.
Manage reauthorisation process of medical aid patients
Supervise the New Patient Process and first time onboarding success rate
Ensure the successful process and close-out of exit/RIP patients
Provide leadership to the call centre
Monitor customer satisfaction and discuss with relevant departments
Compile required stats daily, weekly and monthly
Manager staff performance and development plans for each staff member
Overall Mission - Customer experience strategy adaptation and development within the company
Desired Experience & Qualification
Experience in Customer service / relations
5 years’ experience in Customer Service Industry
Computer literacy / SAP, good knowledge on IT topics