Work physical conditions are indoors and outdoors.
Evening Meetings may considered according to business needs.
Language:
Arabic.
English.
Essential/Preferable Education:
Bachelor degree in any discipline faculty of Medicine, pharmacy, vet.
Years of Experience:
At least 8 years of experience in Call Center in medical industry..
Essential/Preferable Certifications:
MBA
Job Objective(s):
Planning & Monitoring:
Develop and use deep insights of the business challenges, the characteristics of healthcare market and understanding our own company and its offerings to create consultation strategies and deliver solutions that lead to the achievement of business Goals.
Evaluate patient focused versus specialty plans and disease Based strategies in order to monitor progress of treatment plans adjustments when necessary.
Guide Medical CRM Teams through designing strategies in order to reach consultation and awareness goals and insure the way of (Appointment Scheduling, referral, Delay issue, Documentation, Call Center reservation, etc.) facilitation towards patients’ healthier condition.
Monitor and Evaluate agents’ behavior with patients and their experience related to direct-to-patient care, including care coordination, chronic care management, wearable device management, and other applications of Patient Centered Care.
Group Case Management Head is responsible of broader scope of remote health care services and Medical CRM programs enhancement, including development and successful implementation of all any medical Consultation Projects and support, maintain, and optimize of Medical CRM new programs. The incumbent develops and enforces operating protocols and standards including Calls etiquette and scripts Management, ensuring an effective, scalable Patients’ network. Group Case Management Haed is responsible for providing leadership, directing, evaluating, and providing feedback about professional level-employees who participate in Medical CRM programs. In addition, he/she will monitor day-to-day operation for all dedicated Medical CRM team members to assure Quality and workforce management to meet our Patients’ Expectations.
Operational Excellence:
Core operational process:
Play an essential role in Developing frameworks of broadly stated operational Strategies relevant to Patients’ consultation and awareness Processes and their ways of implementation through updating medical guidelines and global protocols.
Manage setting calls scripts and calls etiquette to be delivered to subordinates about how to write and run any treatment plans and how to measure successful treatment plan.
Customer Satisfaction:
Guide Medical CRM Teams about how to deliver appropriate patients’ services, our company values and medical protocols followed through managing calls etiquette and calls scripts while assuring calls quality and teams utilization.
Direct all available tools to facilitate patients’ treatment plans and Determine needs for health education based on analysis findings. While selecting valid sources of information about health and Patient’s treatment plans implemented.
