Call Coaching Advisor

Africa Bright

Call Coaching Advisor responsible for coaching front office teams to enhance patient engagement and appointment scheduling for increased conversions. Analyzing calls and providing feedback to drive improvements.

Posted 6/25/2026full-timeRemote • 🇱🇰 Sri LankaSenior💰 LKR 90,000 per monthWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

call handlingcall analysisperformance analysisdata analysisreportingcoachingpatient engagementappointment schedulingcall trackingfeedback delivery

Soft Skills

interpersonal skillscommunication skillstime managementcollaborationadaptabilityproblem-solvingstrategic thinkingattention to detailactive listeningcontinuous learning