Head of Call Centre (Medical Doctor) at MetroHealth HMO Limited

Key Responsibilities

• Provide clinical oversight for all medical inquiries handled by the call center.
• Supervise and coordinate daily activities of call center agents to ensure prompt, professional, and effective communication with clients.
• Develop and implement call center protocols, quality assurance procedures, and escalation guidelines.
• Monitor and analyze call center performance metrics, ensuring continuous improvement in service delivery.
• Train and mentor staff to maintain high standards in customer service and medical response.
• Liaise with medical providers, internal departments, and clients to resolve complex cases and ensure customer satisfaction.
• Ensure compliance with regulatory standards and HMO operational guidelines.

Requirements

• MBBS degree from a recognized institution (mandatory).
• Minimum of 3-5 years post-NYSC experience, with at least 2 years in a supervisory or managerial role within a healthcare or HMO setting.
• Strong knowledge of HMO operations and customer service best practices.
• Excellent communication, interpersonal, and leadership skills.
• Proficiency with call center technologies and CRM systems is an added advantage.