Call Center Supervisor – Patient Care Services at ConSol Limited

We are seeking an experienced and motivated Call Centre Supervisor with a strong healthcare background to oversee the daily operations of our patient services call centre.

This role involves managing a team of call centre agents who handle inbound calls from patients seeking services such as dispatch care, telemedicine, 24/7 mini clinic access, and diagnostics testing.

The ideal candidate will ensure efficient call handling, high-quality patient service, staff development, and compliance with healthcare and data privacy standards

Key Responsibilities 

• Supervise and support a team of call centre agents to ensure exceptional service delivery. 
• Monitor daily call centre operations including call volume, response time, and quality assurance. 
• Conduct regular training, coaching, and performance evaluations for agents. 
• Develop shift schedules and ensure adequate staffing for 24/7 operations. 
• Handle escalated calls and provide solutions to complex patient issues. 
• Track and report on KPIs and service metrics to upper management. 
• Ensure compliance with data protection regulations and healthcare standards. 
• Collaborate with clinical and logistics teams to ensure seamless coordination across all patient service lines. 
• Implement process improvements and workflow optimizations to enhance patient experience. 

Qualifications

Educational Background: 

• Bachelor\'s degree in Health Administration, Nursing, Public Health, or a related healthcare field.

Experience: 

• 3–5 years of experience in a healthcare call centre or patient services role. 
• At least 1–2 years in a supervisory or team lead capacity.

Technical Skills: 

• Proficiency with EHR/EMR systems and call centre software. 
• Strong analytical and organizational skills. 
• Familiarity with HIPAA or relevant data privacy regulations. 

Soft Skills 

• Strong leadership and communication skills.
• Ability to motivate teams in a high-pressure environment. 
• Excellent problem-solving and conflict resolution abilities. 
• Empathetic, patient-centred mindset. 
• Willingness to work flexible hours, including nights and weekends.

Why Join Us? 

• Lead a mission-driven team focused on delivering critical healthcare services. 
• Be part of a growing organization at the forefront of patient-centred care. 
• Opportunities for career development and advancement