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:

Set exemplary record in service delivery at all times during discharge of duties in the call centre to ensure compliance with all call centre objectives, performance standards, and policies
Monitoring of IT infrastructure components during shifts and escalating detected issues to the call centre supervisor, IT team and the Head of Operations for swift resolution.
Be the first line of contact for reporting issues that occurs during shifts such as downtime, poweroutage, inadequate shift staffing, etc.
Responding to customer queries in a timely and accurate way, via phone, email or chat.
Upsell our products by explaining the benefits and advantages of our service to clients and ensure they are fully aware of the process and requirements.
May be expected to work out of station when there are field events.
Ensure adequate support to all our enrollees through their treatment journey during shifts
Ensure all care coordinators update our in-house database and hand-over shifts properly
Ability to gather useful information such as peak period, active users, etc. for business intelligence and share with our Product, Sales and Marketing teams

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

Job Summary

Duties and Responsibilities:

Identified preferred requirements

Minimum Educational Requirements

Work Experience

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