Call Center Supervisor

Job Description/Specification:

Key Responsibilities

• Design and implement scheduling protocols under the supervision of the Head of Screening Programs, ensuring alignment with operational needs. Regularly review and update protocols to maintain accuracy and high service standards.
• Monitor scheduling activities to ensure smooth, efficient, and effective operations.
• Proactively coordinate with Health Information Management (HIM) and Operations teams to optimize patient flow and throughput.
• Develop and maintain in-depth knowledge of evolving technologies, and lead scheduling-related change initiatives.
• Supervise and support Scheduling Staff; collaborate closely with the Workforce Training & Development team and the Head of Screening Programs to design and deliver training and skills enhancement programs.
• Respond promptly to referrers’ needs, inquiries, and issues, ensuring effective resolution.
• Prepare and submit required reports to Department Management in a timely and accurate manner.
• Handle incoming calls professionally and courteously, ensuring a high level of customer service while addressing patient and physician scheduling needs.
• Schedule appointments in accordance with site, company, and system protocols.
• Verify and update patient and physician information accurately within computer systems.
• Provide clear, accurate pre-procedure information to patients.
• Participate in corporate meetings, training sessions, and seminars as required.
• Ensure compliance with organizational policies, procedures, and guidelines.
• Demonstrate professionalism, integrity, personal accountability, and strict confidentiality in all aspects of work.
• Apply strong communication skills, including the ability to understand and convey written and verbal instructions clearly.
• Promote a proactive approach to patient safety by identifying potential risks and implementing preventive measures.
• Identify and report patient safety concerns, errors, and near misses in a timely manner.
• Adhere to all patient safety policies, procedures, and protocols.
• Demonstrate teamwork and maintain effective communication with all team members.
• Partner with the line manager to identify risks within the work area, develop mitigation plans, and ensure shared accountability for implementation and evaluation.
• Undertake any additional duties or responsibilities as assigned.
• Maintain high standards of confidentiality to safeguard sensitive information.

Qualifications & Experience

• Bachelor’s degree in Business Administration, Management, Health Sciences, or a related field relevant to the role.
• Minimum of 5 years’ similar experience in a healthcare environment.
• Strong customer service experience.
• Previous experience in a medical call center and working knowledge of medical terminology is preferred.

Skills & Competencies

• Strong computer skills.
• Excellent supervisory and leadership skills.
• Strong oral and written communication skills in English; knowledge of Arabic is an advantage.
• Ability to interact effectively with individuals from diverse cultural backgrounds.
• Self-motivated, proactive, and able to work independently.
• Ability to perform efficiently under pressure.
• High level of motivation and self-discipline.
• Enthusiastic, confident, and professional demeanor.