Team Leader / Quality Analyst – Hospital Operations (Voice Process)
Location: Malad, Mumbai
Domain: Healthcare / Hospital Operations
Process: Domestic Process
Job Type: Full time
Job Overview
We are hiring Team Leaders and Quality Analysts for a Hospital Operations Voice Process in Malad, Mumbai.
Candidates must have hands-on experience in Hospital Operations / Patient Service / Healthcare Voice Process. The role will involve interacting with patients for appointments, hospital services, and mediclaim-related services.
Important: Candidates with only Healthcare Medical Coding experience will not be considered.
Key Responsibilities – Team Leader
- Manage and supervise a team handling patient interactions through voice calls.
- Monitor team performance against KPIs, SLAs and quality parameters.
- Handle escalations related to patient appointments and hospital services.
- Ensure timely and accurate resolution of patient queries.
- Conduct team huddles, coaching and performance discussions.
- Monitor call quality and drive process adherence.
- Coordinate with internal hospital/service teams for issue resolution.
- Prepare and share performance reports with management.
- Identify process gaps and implement corrective actions.
Key Responsibilities – Quality Analyst
- Monitor and evaluate patient interaction calls for quality and process adherence.
- Conduct regular call audits and provide actionable feedback to agents.
- Ensure adherence to quality standards, SOPs and compliance requirements.
- Identify errors, process gaps and recurring issues through RCA.
- Conduct calibration sessions and support quality improvement initiatives.
- Prepare quality reports and track key quality metrics.
- Work closely with Operations and Training teams to improve overall performance.
Required Experience
- Experience in Hospital Operations / Healthcare Voice Process is mandatory.
- Experience in handling patient calls related to:
- Hospital appointments
- Doctor/service appointments
- Patient queries and assistance
- Hospital services
- Mediclaim / insurance-related services
- Candidates should have strong voice process and customer/patient handling experience.
- For TL roles, prior Team Handling / Team Leader experience is preferred.
- For QA roles, prior Quality Analyst / Call Auditing experience is preferred.
- Excellent communication and interpersonal skills.
NOT ELIGIBLE
❌ Medical Coding
❌ Medical Billing only
❌ Clinical/Non-voice Healthcare Operations only
❌ Candidates without Hospital Operations / Patient-facing Voice Process experience