Doctor in Charge

Contract Type:

Job Summary

The Shift-in-Charge Care Coordinator will be in charge of monitoring care coordinators during their shift as they receive calls from clients/patients. The Shift-in-Charge Care Coordinator will also work with the Call Centre supervisor to ensure quality customer experience and service delivery in the call centre. He/she will also assist in the training process, ensuring that every agent is well prepared for their calls using the right tools. Therefore, the success of this role lies in proper service delivery to our clients as they are role models for the care coordinators, monitoring of the care coordinators’ progress, ensuring that they understand and meet expectations, answering their questions, and documenting issues that occurs during shift for proper resolution and preventing future reoccurrence. .

Duties and Responsibilities:

Identified preferred requirements

  • Strong written and oral communication skills
  • Excellent interpersonal skills.
  • Great customer service focus
  • Excellent ability to use Microsoft Office Tools
  • Critical thinking and problem solving
  • Ability to work effectively through influence and collaboration
  • Good judgment in managing and escalating client or project issues.
  • Must be able to manage multiple projects and understand contact center processes.
  • Ability to identify problems, take initiative, and be solution oriented
  • Patient centric with ability to show empathy

Minimum Educational Requirements

  • Registered Nurse, Degree in courses related to Health Education, mass communication, public
    relations, or other related field
  • Certification in Customer relationship management, Marketing, data analytics will be an added
    advantage.

Work Experience

  • At least, 3 years in a customer/client/patient management & relationshi