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Call Center Supervisor – Patient Care Services job at ConSol Limited | Apply Now
Lagos, Nigeria
Full Time
Are you looking for Medical jobs in Nigeria 2025 today? then you might be interested in Call Center Supervisor – Patient Care Services job at ConSol Limited
About the Organisation
ConSol Limited is Nigeria’s leading provider of Contact/Call Center services and Customer Management Solutions. With a strong reputation for excellence and innovation, ConSol delivers customized communication services across various sectors, including healthcare.
Job Title
Call Center Supervisor – Patient Care Services job at ConSol Limited
ConSol Limited
Job Description
The Call Center Supervisor – Patient Care Services is responsible for managing a team of call center agents to ensure outstanding patient engagement and service delivery. The role includes overseeing daily operations, ensuring compliance with healthcare regulations, coaching staff, handling escalations, optimizing workflows, and reporting on key performance indicators (KPIs). The supervisor will work collaboratively with clinical and logistics teams to ensure seamless service across all patient care lines and maintain service excellence in a 24/7 operation.
Duties, Roles and Responsibilities
Supervise and support call center agents to ensure excellent service delivery
Monitor call center metrics such as call volume, response time, and quality assurance
Conduct training, coaching, and performance evaluations
Develop shift schedules and manage staffing levels for 24/7 coverage
Handle escalated calls and resolve complex patient concerns
Track and report performance metrics and KPIs to management
Ensure compliance with data privacy and healthcare standards
Collaborate with clinical and logistics teams for effective service coordination
Recommend and implement process improvements to enhance service delivery
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SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications, Education and Competencies
Educational Background: Bachelor's degree in Health Administration, Nursing, Public Health, or a related healthcare field
Experience: 3–5 years in a healthcare call center or patient services role, including at least 1–2 years in a supervisory or team lead role
Technical Skills:
Proficiency with EHR/EMR systems and call center software
Familiarity with HIPAA or equivalent data privacy regulations
Strong analytical, documentation, and organizational skills
Soft Skills:
Excellent leadership and communication skills
Ability to motivate teams and handle pressure
Strong problem-solving and conflict-resolution abilities
Empathy and a patient-centered approach
Willingness to work flexible hours, including nights and weekends
How to Apply
ONLINE APPLICATION ONLY!
Interested and qualified candidates should send their CV to: apply@consollimited.com with the job title "Call Center Supervisor – Patient Care Services" as the subject of the email.
