Job Title

Job Title: Engagement Services Leader – U.S. Healthcare Contact Center OperationsLocation: Bangalore or Hyderabad Job Type: Full-time, Work from Office Overview: We are looking for a highly skilled and dynamic Engagement Services Leader to oversee and drive the success of our U.S. Healthcare Contact Center Operations. In this leadership role, you will be responsible for managing key client relationships, ensuring operational excellence, and driving customer satisfaction across healthcare contact center services. The ideal candidate will possess in-depth knowledge of the healthcare industry, contact center best practices, and the ability to lead teams while fostering a customer-centric environment.Key Responsibilities:Client Relationship Management:Serve as the primary point of contact for healthcare clients within the contact center operations.Develop and maintain strong, long-term relationships with key client stakeholders.Understand client goals, challenges, and expectations, delivering tailored strategies to ensure service excellence.Ensure that client expectations are consistently met or exceeded, focusing on customer satisfaction and retention.Operational Leadership:Oversee the daily operations of the healthcare contact center, ensuring that service delivery is efficient, effective, and aligned with client needs.Manage the execution of key contact center functions, such as inbound and outbound calls, customer service, patient support, claims inquiries, and appointment scheduling.Lead the operational team in meeting established service levels, KPIs, and SLAs, ensuring high-quality service at all touchpoints.Monitor real-time performance, identify issues, and implement corrective actions when necessary to ensure smooth operations.Team Development and Management:Lead, mentor, and develop a high-performing team of contact center agents, supervisors, and managers.Foster a positive, customer-focused culture within the contact center, promoting teamwork, accountability, and continuous improvement.Provide ongoing coaching, performance feedback, and training to ensure that staff meet performance standards and professional development goals.Support and drive employee engagement initiatives to reduce turnover and maintain high employee morale.Client Reporting and Communication:Develop and deliver regular reports to clients, highlighting key performance metrics, trends, and service delivery updates.Analyze contact center data to identify insights, improve service offerings, and optimize operational efficiency.Facilitate regular client meetings and reviews, providing transparent communication and updates on performance, challenges, and opportunities for improvement.Business Process Improvement and Innovation:Identify opportunities to streamline operations, improve processes, and enhance the overall customer experience.Lead initiatives aimed at implementing new technologies, automation, or process improvements within the contact center environment.Stay up to date on industry trends, emerging technologies, and best practices to drive innovation and continuous improvement.Compliance and Regulatory Adherence:Ensure compliance with all relevant U.S. healthcare regulations, including HIPAA, CMS, and other industry-specific standards, within the contact center operations.Maintain a high level of security and privacy protection for patient data, ensuring confidentiality and compliance in all interactions.Ensure that all agents are trained on regulatory requirements and company policies.Performance Management and Continuous Improvement:Set clear performance expectations, monitor progress, and hold the team accountable for meeting goals related to customer satisfaction, productivity, and quality.Conduct regular performance reviews, develop action plans for performance improvement, and implement corrective actions as needed.Promote a culture of continuous improvement, regularly assessing and refining workflows, technology solutions, and agent training to enhance operational efficiency and client outcomes.Budget and Resource Management:Manage operational budgets and resource allocation to ensure efficient and cost-effective contact center operations.Forecast staffing needs based on call volume and workload, ensuring adequate coverage to meet service demands.Optimize resource utilization, minimizing inefficiencies and improving profitability.Qualifications:Education: Bachelor's degree in business administration, Healthcare Management, or a related field (master's degree preferred).Experience:20+ years of experience in healthcare contact center operations or a related BPO environment.At least 10+ years in a leadership or management role, with a proven track record of managing contact center teams and client relationships.Experience with U.S. healthcare regulations (HIPAA, CMS) and operational requirements.Skills:In-depth knowledge of healthcare customer service processes and contact center best practices.Strong leadership, communication, and interpersonal skills, with the ability to inspire and manage teams.Proven ability to drive operational performance, customer satisfaction, and business growth.Proficiency in contact center technologies (CRM systems, IVR, ACD, WFM, etc.) and performance management tools.Analytical mindset with the ability to interpret data and implement improvements based on performance metrics.Excellent problem-solving and conflict resolution skills, with the ability to handle challenging situations effectively.Certifications: Relevant certifications in healthcare management, contact center operations, or project management (e.g., Six Sigma, Lean) are a plus.Key Attributes:Client-focused with a strong service orientation.Results-driven with a passion for operational excellence.Strong strategic thinker, capable of managing complex client accounts and delivering tailored solutions.Ability to manage change and adapt to a dynamic healthcare environment.Excellent communicator with the ability to foster positive relationships both internally and externally.What We Offer:Competitive salary and benefits package.A collaborative and innovative work environment.Opportunities for career growth and development.The chance to make a significant impact on healthcare service delivery.This job description outlines the primary responsibilities and qualifications needed for an Engagement Services Leader in U.S. Healthcare Contact Center Operations, emphasizing leadership, client engagement, operational excellence, and compliance with healthcare regulations.