GM Refferal & Contact Center, Hospital, Jakarta

Job Summary:

We are seeking an experienced General Manager Referral & Contact Center to lead and oversee the hospitals referral and contact center operations. This role will be responsible for developing strategic initiatives, improving service efficiency, and ensuring a seamless patient experience. The GM will manage inbound and outbound communication, referral services, and customer engagement while driving operational excellence.

Key Responsibilities:

Strategic Leadership:

• Develop and implement strategies to enhance the efficiency and effectiveness of the hospitals referral and contact center.
• Ensure alignment with the hospital's overall patient care and business objectives.
• Identify and implement best practices to improve service quality and response times.

Operations Management:

• Oversee daily operations of the referral and contact center, ensuring smooth patient referral processes.
• Manage inbound and outbound patient interactions, inquiries, and appointment scheduling.
• Monitor and analyze call center performance metrics, including response time, customer satisfaction, and issue resolution.
• Optimize workflow, technology, and automation to improve service delivery.

Team Leadership & Development:

• Lead and manage a team of call center agents, referral specialists, and support staff.
• Develop training programs to enhance team performance and customer service skills.
• Set performance goals and conduct regular evaluations to ensure operational excellence.

Customer Experience & Service Excellence:

• Enhance the patient journey by ensuring high-quality communication and problem resolution.
• Implement patient-centric initiatives to improve overall satisfaction.
• Address escalated complaints and ensure prompt resolution of patient concerns.

Technology & Innovation:

• Oversee the implementation of contact center technology, including CRM, telephony, and automation systems.
• Leverage digital tools and data analytics to enhance efficiency and service quality.
• Continuously evaluate and upgrade systems to meet industry standards and best practices.

Reporting & Compliance:

• Generate reports on key performance indicators (KPIs) and present insights to senior management.
• Ensure compliance with healthcare regulations, data privacy laws, and hospital policies.
• Work closely with internal departments to improve coordination and service integration.

Qualifications & Requirements:

• Bachelor's degree in Business Administration, Healthcare Management, or a related field (Masters degree is a plus).
• Minimum 10+ years of experience in a call center, referral center, or customer service management role (preferably in healthcare or hospital settings).
• Strong leadership and people management skills, with experience leading large teams.
• Excellent knowledge of contact center operations, CRM systems, and customer service best practices.
• Strong analytical and problem-solving skills, with experience in data-driven decision-making.
• Excellent communication skills in Bahasa Indonesia and English.
• Ability to work in a fast-paced environment and handle crisis situations effectively.