Call Coaching Advisor
Work from Home 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. The position requires a strong understanding of call conversion goals, continuous improvement, and adaptability to evolving company standards and market needs. 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.
Role Expectations:- 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.
Nice to Have:- 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, Work Hours & Expectations- BizyCorp offers a compelling package:
- Schedule your 8-hour workday within the specified time frame. Since we are 100% virtual, we can create a flexible work schedule for 4 hours to be covered between 6pm to 10pm, and the remaining 4 hours to be covered between 10pm - 4.00 am.
- 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.
- Salary: Starting at 90,000 LKR (including basic pay and allowances), with a potential increment after a 6-month probation.
- Additional Perks include: 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.
We do not offer part-time roles, so we only apply if you are serious about committing your full-time commitment to our company.
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