Team Lead

We are looking for a highly experienced Team Lead – Call Center to supervise hospital call center operations, manage patient communication quality, and guide the team for appointment handling, inquiry management, and service coordination. The ideal candidate should have strong leadership, communication, escalation handling, and healthcare service experience. This ensures smooth patient support, quick response time, and improved caller satisfaction.

Role & Responsibilities:

• Lead and supervise the hospital call center team for daily inbound and outbound operations.
• Monitor patient calls, appointment queries, service requests, and follow-up communication.
• Ensure call quality, response time, and patient service standards are consistently maintained.
• Train call center executives on hospital services, scripts, call etiquette, and escalation handling.
• Manage team rosters, attendance, workload distribution, and performance tracking.
• Handle escalated patient complaints and resolve issues professionally.
• Coordinate with OPD, diagnostics, billing, admissions, and other hospital departments.
• Track call center KPIs such as call volume, missed calls, conversion, and closure rate.
• Prepare daily, weekly, and monthly call center performance reports for management.
• Improve appointment booking workflows and reduce patient waiting or response delays.
• Ensure accurate documentation of patient inquiries and call outcomes in the system.
• Support patient retention through proper follow-up and service communication.
• Identify training needs and conduct regular feedback sessions with team members.
• Maintain confidentiality of patient information during all communication.
• Recommend process improvements to enhance patient experience and operational efficiency.