Call Coaching Advisor

This is a fully remote position, open to applicants in Sri Lanka.

📋 Description

• The Call Coaching Adviser/Analyst is tasked with enhancing new patient call conversions by guiding front office teams on effective, patient-focused call management.

• This position entails monitoring and evaluating incoming calls, providing actionable feedback, and delivering customized coaching to boost patient engagement and appointment scheduling.

• Furthermore, the adviser assists the call review team through regular reporting and performance analysis, offering insights aimed at refining call processes.

• Main Goals: Mentor front office teams to elevate call handling and new patient conversion rates through patient-centric interactions.

• Monitor calls, analyze trends, provide feedback, and pinpoint areas for improvement.

• Participate in bi-weekly/monthly call reviews, offering insights and reports on new patient call activities within specified deadlines while ensuring standards and accuracy of outputs.

• Formulate strategies to align with client goals and enhance call handling and patient engagement.

• Remain informed on best practices and innovative training methods as well as call strategies.

⛳️ Requirements

• Capability to coach front office teams on effective call handling to enhance patient experience, satisfaction, and new patient conversions.

• Proficient in reviewing and analyzing calls to provide actionable feedback that enhances call quality and performance.

• Strong aptitude for analyzing call data and generating insights on conversions, key patient concerns, successful practices, and trends to support client objectives.

• Ensures accurate and comprehensive inbound call reviews, including adherence to guidelines and precise tagging in the call tracking system.

• Ability to effectively manage time across coaching, call reviews, analysis, and reporting to meet deadlines.

• Willingness to engage in continuous learning and adopt best practices and new tools to enhance call handling.

• Strong interpersonal skills to collaborate with clients and internal teams to drive improvements.

• Capacity to clearly communicate insights and performance trends with actionable recommendations.

• Tech-savvy, with a comfort level in utilizing call tracking, analytics, and reporting tools to monitor performance.

🏝️ Benefits

• Schedule your 8-hour workday within the specified time frame.

• Work-from-Home: Enjoy the convenience of remote work.

• EPF/ETF: Enrollment in Sri Lanka’s employee provident and trust funds.

• Legal Compliance: Adherence to the Sri Lankan Shop and Office Act.

• Paid leave, selected training/certification programs, and performance-based annual rewards.

• Global Exposure: Work with international clients and a diverse team of 250+ employees worldwide.