Nextenti Tech Private Limited
Website:
nextenti.ai
Job details:
Job Summary
The Call Center Team Lead is responsible for managing and supervising a team of call center executives, ensuring high-quality patient support, appointment coordination, and smooth communication between patients and healthcare providers. The role focuses on team performance, patient satisfaction, and operational efficiency.
Key Responsibilities
- Lead, supervise, and manage a team of call center agents handling patient queries and appointments
- Monitor daily call operations (inbound & outbound) and ensure service quality standards
- Train, mentor, and coach team members to improve performance and patient handling
- Handle escalated patient calls with professionalism and empathy
- Track KPIs such as call quality, response time, patient satisfaction, and productivity
- Ensure compliance with healthcare protocols and patient data confidentiality
- Prepare daily/weekly performance reports and share insights with management
- Conduct team meetings, performance reviews, and feedback sessions
- Coordinate with doctors, front office, and operations teams for smooth patient flow
- Implement process improvements to enhance service efficiency
👉 Team leads are expected to monitor performance, coach staff, and manage workflows to meet service targets
Required Skills
Technical Skills
- Knowledge of healthcare processes (appointments, billing, patient coordination)
- Familiarity with CRM systems and call center tools
- Understanding of KPIs, SLA, and reporting
- Basic knowledge of medical terminology (preferred)
Core Skills
- Strong leadership and team management
- Excellent communication (verbal & written)
- Problem-solving and decision-making ability
- Ability to handle escalations and difficult patients
- Data analysis and reporting skills
- Time management and multitasking
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