Call Coaching Advisor

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Africa Bright

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

🤝 B2B

⚕️ Healthcare Insurance

B2B • Healthcare Insurance • Marketing

Africa Bright is a digital marketing agency with over 16 years of experience, dedicated to helping medical professionals enhance their online presence. The company focuses on providing a wide range of services including website design and management, local SEO, social media marketing, mobile marketing, and online reputation management. With a large team of specialists, Africa Bright aims to guide doctors in expanding their patient reach and growing their practices through innovative digital solutions.

📋 Description

• The Call Coaching Adviser/Analyst is responsible for improving new patient call conversions by coaching front office teams on effective, patient-centric call handling. • The role involves monitoring and reviewing inbound calls, providing actionable feedback, and delivering tailored coaching to enhance patient engagement and appointment scheduling. • Additionally, the adviser supports the call review team through regular reporting and performance analysis, offering insights to improve call processes. • Main Goals: Coach front office teams to improve call handling and new patient conversion rates through patient-centric interactions. • Monitor calls, analyze trends, provide feedback, and identify improvement areas. • Assist in bi-weekly/monthly call reviews, providing insights and reports on new patient call activities within given deadlines while maintaining standards and accuracy of outputs. • Develop strategies to meet client goals and improve call handling and patient engagement. • Stay updated on best practices and innovative training, and call strategies.

🎯 Requirements

• Ability to coach front office teams on effective call handling to improve patient experience, satisfaction, and new patient conversions. • Proficient in reviewing and analyzing calls to deliver actionable feedback that improves call quality and performance. • Strong ability to analyze call data and generate insights on conversions, key patient concerns, successful practices, and trends to support client goals. • Ensures accurate and thorough inbound call reviews, including guideline adherence and precise tagging in the call tracking system. • Ability to manage time effectively across coaching, call reviews, analysis, and reporting to meet deadlines. • Willingness to learn continuously and adopt best practices and new tools to improve call handling. • Strong interpersonal skills to collaborate with clients and internal teams to drive improvements. • Ability to clearly communicate insights and performance trends with actionable recommendations. • Tech-savvy, with comfort using 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.