Functions and Responsibilities:
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Supervise and support Patient Coordinators, Customer Service Representatives, and Sales Agents.
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Conduct regular coaching sessions and performance reviews.
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Monitor employee productivity, attendance, punctuality, and adherence to schedules.
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Develop action plans to improve individual and team performance.
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Foster a positive and results-driven work environment.
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Ensure prospective and existing patients receive exceptional customer service.
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Monitor interactions to ensure professionalism, empathy, and accuracy.
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Address escalated patient concerns and complaints promptly.
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Ensure all patient inquiries are resolved within established service-level expectations.
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Manage daily staffing requirements and schedule adherence.
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Monitor queues, response times, and workflow efficiency.
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Ensure proper coverage during peak business hours.
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Coordinate with management regarding staffing, training, and operational concerns.
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Lead by example.
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Demonstrate strong decision-making and accountability.
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Maintain confidentiality and professionalism.
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Create a culture of ownership, urgency, and exceptional patient care.
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Balance operational performance with a compassionate patient experience.
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Requirements:
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Must be Flexible with shift schedule inclusive of weekends and public & Bank holidays
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Preferably live in Belize City
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Bilingual in English and Spanish language is a must
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Possess good and mature leadership capabilities
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Able to work independently
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