About the job

Job Purpose

The PSD Manager focuses on preserving the patient’s continuous satisfaction through the daily running and management of the center using the PSD’ resources effectively. PSD Manager ensures that calls are answered by agents within agreed times scales in an appropriate manner and ascertain that insured patients get quality health care at an optimal cost.

Duties & Responsibilities

1.           Daily Duties

•            Distribute daily tasks and duties to the PSD Officers

•            Prepare the staff shifts schedules as well as schedules during holidays

•            Supervise and ensure that all calls and complaints at the Call Center department are answered professionally and within service level

•            Answer inbound calls as well as assist customers who have specific inquiries which may range from coverage questions, network location, eligibility, medical inquiries, etc…

•            Monitoring Cisco dashboard and Key Performance indicators to track the call center workflow

•            Monitor media posts concerning the healthcare scheme and services provided to answer callers’ inquiries

2.           Patients’ Support

•            Escalate complicated eligibility requests that cause patient dissatisfaction with the objective of enhancing and facilitating the delivery of healthcare services

•            Understand all relevant procedures and guidelines to assure the optimal and timely delivery of healthcare services to patients

3.           Providers’ Helpdesk

•            Identify systems related problems from feedback of providers (i*Care users)

•            Give support to Providers concerning eligibility difficulties ranging from defaulting equipment to document collection

4.           Complaint Handling

•            Facilitate resolution of complaints/requests for Patients and Providers

•            Respond to suggestions, complaints and compliments submitted by patients and providers and offer positive support to involved staff

•            Gather, analyze and report daily complaints. Determine reoccurrences and take corrective action

•            Participate in committees, work groups, and/or process improvement teams which improve patient satisfaction

5.           Processes and Procedures:

•            Ensures compliance with GlobeMed procedures and practices associated with the patient

•            Communicate in a timely manner on any administrative changes at the providers that may affect GlobeMed procedures and send immediate notifications to the concerned department about relocation of key employees and/or change in management of these providers

•            Assist with System Requirements Analyses

6.           Working Conditions

•            Monitor Call Center Agents moral and improve the work environment

•            Call Center Manager is expected to report to work during weekends and/or holidays depending on his/her availability

Skills/Qualifications

Requirements

A degree in General Medicine

Minimum 7 years of experience in Customer Service Position, 2 of which in a Call Center environment

Possess good computer knowledge and technological skills including familiarity with CRM Solutions

Proficiency in English and Arabic

Sound knowledge in all MS Office Suites

Other Skills/Abilities

Ability to handle a heavy call volume, work in a fast-paced environment, and deal well with stress

Quickly recognize the signals of a disgruntled customer and respond in a calm manner

Display dependability by being able to follow instructions as well as take responsibility for his/her own actions

Possess Supervisory skills required to manage the call center team while facilitating daily operations.