Deskripsi Pekerjaan
Join Alliance Medinet as a Contact Centre Manager and lead our patient-centric service operations in Johor Bahru. This key role involves strategically managing multi-channel patient access, optimizing appointment coordination systems, and ensuring seamless service delivery across phone, email, and digital platforms. You'll drive operational excellence by implementing performance metrics, training teams on healthcare protocols, and enhancing patient satisfaction through empathetic communication.
As a healthcare contact centre leader, you'll collaborate with clinical and administrative teams to streamline patient journeys, resolve complex inquiries, and maintain compliance with healthcare standards. This position offers the opportunity to shape service innovations while supporting Alliance Medinet's mission to make healthcare more accessible and efficient for the Johor community.
Tanggung Jawab
- Oversee daily contact centre operations including scheduling, staffing, and performance monitoring
- Implement and maintain service level agreements (SLAs) for patient interactions
- Lead, train, and develop contact centre agents on healthcare protocols and soft skills
- Analyze call volume trends and optimize resource allocation for peak periods
- Resolve escalated patient inquiries and complaints with empathy and professionalism
- Collaborate with medical teams to improve patient access and appointment systems
- Develop reports on key metrics (CSAT, FCR, AHT) for continuous improvement
Kualifikasi
- Bachelor's degree in Healthcare Management, Business Administration, or related field
- Minimum 3 years contact centre management experience in healthcare or regulated industry
- Proven track record of improving team performance through coaching and KPI management
- Strong knowledge of healthcare privacy regulations (PDPA/HIPAA compliance)
- Advanced proficiency in CRM systems and contact centre technology (e.g., Avaya, Genesys)
- Exceptional problem-solving skills with ability to handle sensitive patient situations
- Experience with workforce management systems and shift optimization