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Alex -Egypt
This vacancy will be closed in
Alex-Egypt
Drives the continuous optimization of on service recommendations and up-selling for Egypt BU’s
▪ Ensures that customers receive the quickest service possible.
▪ Directs all Call Center activities, such as appointment scheduling and reservation to ensure appointments are scheduled according to protocol and in collaboration with provider schedules.
▪ Ensure that each provider (doctor) sees the maximum number of patients across Egypt BU’s
▪ Oversees direct communications with consumers and plays a leading role in deciding on the CRM platforms, structures, and architecture in order to guarantee that consumer relations are carried out seamlessly across the Egypt BU’s with the most efficient levels.
▪ Designs patient cycle and its related definitions in addition to managing analysis of each patient’s movements from a stage to another along that cycle to develop action plans and programs related to each stage.
▪ Ensure Maintaining database of patients for follow up.
▪ Examine medical documentation to categorize patients per (Diagnosis, status, region, etc.) in order to design wellness programs related to each category.
▪ Define each patient category in line with Patient Experience Audit and develop a plan for each category.
▪ Define major guidelines and directions regarding call script for call center Agents.
▪ Defines training guidelines regarding organization’s system, customer handling protocols and necessary development plan for Call Center and Front Office staff performance.
▪ Set, monitor and improve quality standards of service level for front office and call center
▪ Partner with Quality Department to set and update clear policies, procedures and workflows that best serves customers and achieve their satisfaction.
Ensures that representatives who answer phones and handle customers are well-trained, that the phone lines are adequately manned and that customer complaints are resolved.
▪ Ensures that CRM Staff follow all company policies and procedures when dealing with customers.
▪ Generates reports for top management
▪ Follows up productivity, quality, and customer-service standards.
▪ Obtains required data in order to support departmental and hospital clinical/financial needs.
▪ Ensures that the call center quality is monitoring calls to improve quality, minimize errors and track operative
Education :
Bachelor degree in any discipline faculty of medicine, pharmacy, vet, etc.
Experience :
Experience as a customer service /call center or other environment with many customers
▪ Minimum 5 years’ experience in Managerial level
Responsible for Planning, managing and monitoring all the processes and outcomes of Call Center & Front Office. He / She plays an active role in the formation of ongoing CRM strategies as well as the weekly/monthly/annual departmental calendars that enable the continuous and consistent testing, learning, and optimization in order to maximize customers lifetime value. Structures CRM activities with a view of maximizing ROI and business impact. .Along with, focusing on attracting and attaining new customers with maintaining Andalusia brand and word of mouth increasing the profitability subsequently.