Call Center Manager

Manages the day-to-day operations of the American Hospital Dubai's Medical Imaging - Call Centre Department. Oversees the scheduling of imaging appointments, responds to patient and physician inquiries, coordinates pre-authorisations, and ensures timely communication. Ensures that the call centre team delivers a high standard of service that aligns with American Hospital Dubai’s mission and values, contributing to a seamless patient experience and efficient imaging workflow.ResponsibilitiesLeads the Medical Imaging Call Center, overseeing scheduling, patient inquiries, and coordination to ensure a seamless patient experience and optimal workflow across all imaging sites.Manages daily operations to ensure all incoming calls are handled professionally and promptly, and that imaging appointments are scheduled accurately and per hospital and clinical protocols.Ensures customer service excellence through prompt response times, service consistency, and adherence to patient care standards.Develops and monitors key performance indicators (KPIs), including call handling metrics, appointment booking rates, service levels, and patient satisfaction.Implements standardised call handling and scheduling protocols across all imaging sites to ensure consistency and operational efficiency.Coordinates closely with imaging technologists, radiologists, and reception staff to confirm modality-specific appointment requirements and patient preparation instructions.Ensures urgent and STAT imaging requests are prioritised and processed efficiently in collaboration with clinical teams.Monitors service delivery metrics such as call wait times, abandonment rates, first-call resolution, and booking accuracy.Reviews patient complaints, service incidents, and near misses; investigates issues and implements corrective actions per hospital policy.Maintains full compliance with hospital, DHA, and regulatory policies related to safety, infection control, data confidentiality, and service quality.Leads performance improvement initiatives targeting imaging operations, call center workflows, and the patient experience.Trains and supervises call center staff, ensuring comprehensive knowledge of imaging procedures, scheduling protocols, and customer service standards.Conducts performance evaluations, provides structured feedback, and supports professional development plans for staff.Ensures all new hires complete a structured onboarding and orientation program with assigned preceptors.Ensures 100% compliance with staff licensure, mandatory training, and CPD requirements.Develops annual departmental objectives aligned with hospital priorities and monitors progress toward these goals.Promotes interdisciplinary collaboration and communication with imaging and clinical teams to support coordinated care delivery.Upholds hospital and departmental policies, fostering a culture of accountability, professionalism, and respect.Encourages a team-oriented environment that values diversity, collaboration, and continuous learning.QualificationsBachelor's Degree in Communications or realated field.Diploma or other educational certificate in Call Centre Management/Operation preferred.PROFESSIONAL EXPERIENCE:Minimum of five (5) years of call centre experience with a minimum of two (2) years as an Assistant Manager/Supervisor, preferably within a medical environment.Experienced in the use and troubleshooting of computerised telephonic systems.Significant exposure to Customer Excellence Programme methodologies.Excellent oral, written and comprehension of the English language is essential.Ability to converse effectively in the Arabic Language preferred.#J-18808-Ljbffr