Patient Contact Center Manager

We are seeking an experienced Quality Manager to lead a high-performing Referral Booking Management System team within a patient contact center. This role focuses on enhancing patient access services, ensuring service quality, managing escalations, and supporting strategic process improvements across healthcare referral operations. Key Responsibilities: 🔹Supervise and mentor a large multidisciplinary team, including agents and team leads. 🔹Monitor call quality and ensure adherence to service scripts and patient interaction standards. 🔹Oversee daily RBMS referral operations, backlog tracking, and appointment scheduling workflows. 🔹Manage special cases including VIP appointments, redirected referrals, and patient complaints. 🔹Analyze data to identify process inefficiencies and implement quality improvement initiatives. 🔹Participate in the development and revision of operational workflows, SLAs, and reporting standards. 🔹Lead staff performance reviews, training initiatives, and continuous team development. 🔹Coordinate with multiple internal departments to ensure service excellence across referral channels. Requirements 🔹 Bachelor’s degree in Business, Healthcare, Customer Service, or a related field. 🔹Minimum 3 years of experience managing teams of 25+ in a healthcare or call center setting. 🔹Strong communication, leadership, and problem-solving skills. 🔹Proficiency in Microsoft Office tools; Arabic language is a plus. 🔹Ability to work cross-functionally with healthcare and administrative teams.  

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