-Implement Call Centre Best Practices and Monitoring of team members

- Daily, Weekly, Monthly Reporting and Data analysis using existing Software data

- Daily QC audit reports and Plan, Coordinate & Develop process Modules for training and management

- Writing SOP for entire call center process and ensuring implementation

- Evaluating the current process and suggesting changes in the software for better call handling

- Constantly updating and revising the CCE scripts for calls as per indicated changes from the division

- Define protocols for patient complaint resolution and monitor closely

- Help IT department in making / identifying software to monitor trend analysis of patient complaints

- Plan and Manage In-bound and Outbound calls process, including disposition of calls and post call directives

- Assist customers with requests for information, complaints, making appointments, and resolving issues

- Creating Do's & Don't s, FAQ's, CRM Integration and call protocols

- Build and create succession plan for each agent

About Jivika Healthcare :

Headquartered in Pune, Maharashtra, Jivika has a dedicated team operating from 6 states within India - Maharashtra, Tamil Nadu, Karnataka, Jharkhand, and Meghalaya. Social Impact Driven Enterprise - Jivika introduced its 1st service innovation VaccineOnWheels in 2019 - India's 1st Doctor based Mobile Vaccination Clinic followed by two innovations: ChemoAtHome & HealthcareOnWheels. Transforming India's Healthcare Ecosystem Our Founder - Jignesh Patel's vision is to take healthcare services near the community by building an affordable, equitable, and quality mobile healthcare ecosystem for the under-served within urban and rural India. Our mission is to serve 25 million by 2025. Click to know more: Website: www.JivikaHealthcare.com

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