Jobs 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

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We are seeking a detail-oriented and analytical Call Centre Quality Control Officer with a healthcare background to ensure the highest standards of service delivery within our patient services call centre.

This role is responsible for monitoring and evaluating inbound calls handled by agents to ensure adherence to call scripts, service protocols, and regulatory guidelines across our service lines, including dispatch care, telemedicine, 24/7 mini clinic, and diagnostics.

The ideal candidate will contribute to quality assurance efforts, staff training support, and continuous process  improvement.

Key Responsibilities 

• Monitor and evaluate live and recorded inbound calls to assess agent performance and adherence to approved call centre scripts. 
• Ensure agents are following proper protocols for dispatch care, telemedicine consultations, diagnostics coordination, and 24/7 mini clinic procedures. 
• Identify deviations from quality standards and recommend corrective actions or additional training. 
• Document findings and prepare detailed reports on quality metrics, compliance issues, and trends. 
• Collaborate with the Call Centre Supervisor to provide feedback and coaching to agents. 
• Assist in the development and refinement of call scripts, service workflows, and quality benchmarks. 
• Maintain a strong understanding of healthcare service standards, data privacy regulations (e.g., HIPAA), and patient  engagement best practices. 
• Support training sessions for new hires and continuous education for current staff. 
• Contribute to regular quality audits and help drive process improvement initiatives across all patient communication channels.

Qualifications 

Educational Background: 

• Degree or diploma in Nursing, Health Information Management, Public Health, or a related field. 

Experience: 

• Minimum of 2–3 years of experience in a healthcare or medical call centre environment. 
• Prior experience in quality assurance or compliance roles is preferred. 

Technical Skills: 

• Familiarity with call monitoring tools and quality assessment techniques. 
• Proficiency with EMR/EHR systems and call centre software. 
• Excellent documentation and reporting skills.

Soft Skills 

• Strong attention to detail and analytical mindset. 
• Ability to provide constructive feedback and maintain objectivity. 
• Excellent communication and interpersonal skills. 
• Patient-centred approach with a focus on service excellence. 
• Discretion and integrity in handling sensitive information.

Why Join Us? 

• Be a key part of a team ensuring exceptional care and communication for patients. 
• Influence the quality of services in a fast-growing, tech-enabled healthcare setting. 
• Help shape a culture of accountability, learning, and operational excellence

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We are hiring a Call Centre Agent with a healthcare background to serve as the first point of contact for patients seeking care across our integrated service lines, including dispatch care, telemedicine, 24/7 mini clinic, and care test diagnostics.

The ideal candidate will have a solid understanding of healthcare operations and demonstrate empathy,  efficiency, and professionalism in assisting patients with their care needs.

Key Responsibilities 

• Answer and triage inbound calls from patients with varying health concerns or service requests. 
• Assess caller needs and guide them to the appropriate service pathway (e.g., dispatch unit, telemedicine consult, diagnostics testing, or mini clinic visit). 
• Use clinical judgment to recognize urgent cases and escalate appropriately. 
• Schedule appointments, manage referrals, and provide accurate service information. 
• Navigate and update patient records using electronic health systems (EHR/EMR). 
• Coordinate with clinical, diagnostics, and mobile care teams to ensure timely and accurate service delivery. 
• Provide clear instructions to patients on virtual visit protocols and test preparation, as needed. 
• Ensure every patient interaction is documented, confidential, and compliant with data privacy standards (e.g., HIPAA or local regulations). 
• Participate in quality control and process improvement activities to enhance the patient call experience.

Qualifications 

Educational Background: 

• Diploma or degree in Nursing, Health Information Management, Public Health, or related healthcare field.

Experience: 

• Minimum of 1–2 years working in a healthcare environment (hospital, clinic, HMO, or diagnostics centre). 
• Prior experience in a medical call centre, dispatch coordination, or telehealth setting is highly preferred.

Technical Skills: 

• Proficiency with healthcare software such as EMR/EHR platforms. 
• Strong phone etiquette, data entry skills, and familiarity with call centre tools. 
• Ability to multitask in a fast-paced, high-volume environment. 

Soft Skills 

• Excellent communication and interpersonal skills.
• Empathetic and patient-focused demeanour. 
• Strong problem-solving ability and critical thinking. 
• Comfortable working in a structured and metrics-driven environment. 
• Willingness to work night shifts, weekends, and holidays as needed.

Why Join Us? 

• Be part of a mission-driven organization transforming patient care delivery. 
• Work in a supportive, tech-enabled environment with opportunities for career growth. 
• Play a critical role in helping patients access timely and life-saving care services