QI Lifecare - Team Manager - Contact Center

Patient Value Maximization:

- Increase existing relationship value by implementing strategies to improve upgrades and ongoing care packages

- Collaborate with the marketing team to develop targeted campaigns and promotional offers.

Patient Experience Management

- Monitor and manage the overall patient experience throughout their post-treatment journey

- Conduct regular patient satisfaction surveys and analyze feedback to identify areas for improvement.

- Implement initiatives to enhance the overall patient experience, including improved communication, personalized care, and efficient service delivery.

Team Management And Performance

- Supervise and motivate a team of agents, providing guidance, support, and ongoing training.

- Set clear performance expectations and targets for the team, regularly reviewing their performance and providing constructive feedback.

Appointment Booking Efficiency

- Oversee the efficient booking of appointments for all existing patients, ensuring timely and error-free scheduling.

- Develop and maintain efficient systems and processes to streamline appointment management and optimize resource allocation.

- Coordinate with other clinic staff to prioritize appointments based on patient needs and availability of resources.

Reporting And Feedback

- Generate timely reports on key performance indicators (KPIs) related to patient engagement, satisfaction, and relationship value

- Provide regular feedback to senior management regarding patient experience, identified challenges, and opportunities for improvement.

- Collaborate with other departments to align strategies and improve cross-functional processes for enhanced patient value and satisfaction.

Qualifications

- Bachelor's degree in a relevant field (such as Business Administration, Healthcare Management, or Marketing).

- MBA with Proven experience in sales, customer engagement, or patient experience management roles.

- Strong leadership and team management skills, with the ability to motivate and develop a high-performing team.