RBMS Quality Manager - (Patient Coordinator)

Position Summary: The quality manager of the RBMS (Referral Booking Management Services) primary function is to plan, organize, coordinate, integrate, and monitor the people, processes, and technologies supporting the RBMS. The manager’s goal is to operationalize an effective, proactive, accessible, and highly visible patient contact centre for staff, patients, families, and the public. The ideal candidate has strong verbal, interpersonal, customer service, and organizational skills. Additionally, the candidate must be an experienced team builder and motivator for staff directly interacting with patients via telephone and must be capable of leading a large multi-disciplinary team within a call center environment. The position also involves monitoring call quality and providing feedback to contact centre agents regarding adherence to call scripts. Main Duties & Responsibilities: Extract weekly pending RBMS requests from the request list queue for all facilities to track and close referral backlogs. Send reports to respective facility focal points and RBMS team leads. Handle daily generic hospital emails and requests, including appointment requests, official complaints, redirected referrals, and other inquiries. Manage cases requiring additional information, missing contact details, redirected referrals, and processing paper referrals from various sources such as hospitals, health centers, private hospitals, and WWRC. Participate in monthly meetings with focal points and RBMS team leads to discuss workflow, challenges, strategies, and backlog updates. Streamline processes to improve referral management efficiency and quality. Update the Service Level Agreement (SLA) governing relationships between the RBMS office and hospitals. Participate in OPD workshops, training, and process improvement initiatives. Develop new quality methods to enhance existing processes. Analyze data monthly to identify service quality issues and recommend solutions. Coordinate staff timesheets and update process maps and strategic plans regularly. Handle RL6 hotline communications with OPD to resolve tickets. Perform any other responsibilities as assigned. Qualifications: a) Bachelor’s degree in hospitality, business management, customer service, healthcare, or related discipline with over 3 years of relevant experience. b) Or higher secondary education with at least 10 years of experience managing a large, decentralized healthcare appointment booking call center. Experience: Minimum of 3 years managing a team of over 25 people; RBMS or call center experience is advantageous. Preferred healthcare or similar experience. Language Skills: English is essential; Arabic is preferred. Computer Skills: Proficiency with MS Office and intranet. Customer Service: Ability to handle difficult situations, respond promptly, and solicit feedback. Oral Communication: Clear, persuasive speaking and active listening skills. Teamwork: Contribute to a positive team environment, involve staff in planning, provide feedback, and foster growth. Processes: Continuous improvement of supervisory skills, punctuality, and responsibility coverage. Performance Management: Staff performance reviews, training needs assessment, and training planning. Operational Management: Record and analyze performance data to inform decisions. Staff Management: Develop and review core responsibilities. Key Competencies: Problem Solving / Decision Making: Resolve issues timely, analyze information, develop solutions, and work collaboratively. Core Behavioral Traits: Patient and Customer Focus Interpreting Hospital Agenda Providing Excellent Service Developing Partnerships Delivering Results Teamwork Effective Communication Harnessing Technology Key Relationships: Patients and families Hospital management Department staff and other departments The public Offer: ECCO Gulf Majorel Qatar provides a competitive package and dynamic work environment, including: Permanent full-time employment Opportunities for growth and development Comprehensive health benefits Supportive work culture Ongoing training Competitive salary and incentives Work-life balance#J-18808-Ljbffr