Customer Care Supervisor

Qualifications:
-Bachelor’s degree in Healthcare Administration, Business Administration, or
related field (preferred).
-Certification in customer service or healthcare management is a plus.
-3+ years of experience in a customer service or call center role, with at least 1-2
years in a supervisory capacity.
-Previous experience in healthcare or a related industry (insurance, medical
billing, hospital administration, etc.) is highly preferred.

Duties and Responsibilities:
A.Team Supervision & Leadership:
-Manage a team of medical officers, ensuring the team is motivated, well-trained,
and provides exceptional service.
-Conduct regular performance reviews, provide feedback, and implement training
programs to enhance skills and knowledge.
-Foster a positive and collaborative team environment that encourages high
morale and continuous improvement.
B. Customer Issue Resolution:
-Oversee the resolution of customer complaints or issues related to healthcare
availment, ensuring timely and satisfactory outcomes.
-Handle escalated customer issues with empathy, professionalism, and effective
problem-solving techniques.
-Monitor call quality and customer interactions, ensuring all interactions align with
the company’s policies and healthcare industry standards.
C. Quality Assurance & Compliance:
-Ensure that the team follows the data protection laws, and corporate SOB &
guidelines when handling sensitive customer information.
-Monitor and enforce adherence to service level agreements (SLAs) and quality
standards.
-Prepare and analyze reports on service performance, identifying areas for
improvement and implementing corrective actions.
D. Collaboration & Coordination:
-Work closely with internal departments, including billing, claims, and corporate
accounts and service providers, to ensure a smooth and efficient customer
experience.
-Collaborate with other teams to ensure that customer needs are met across
various channels, including phone, email, and online portals.
E. Process Improvement:
-Identify trends and recurring issues in customer feedback and work with the
leadership team to develop solutions.
-Suggest improvements in processes, procedures, or tools that would enhance
the customer care experience and operational efficiency.
F. Training & Development:
-Lead onboarding and ongoing training for new and existing staff on customer
service best practices, healthcare policies, and industry regulations.
-Maintain up-to-date knowledge of healthcare services, products, and industry
changes, ensuring the team is well-informed.
G. Performance Metrics & Reporting:
-Track key performance indicators (KPIs), such as customer satisfaction,
resolution time, and team productivity.
-Provide regular performance updates to senior management and propose
strategies for improving service delivery and customer satisfaction.