Job Summary
Are you a strategic, people-oriented professional with a passion for delivering exceptional patient experience?
We are seeking a smart, proactive, and highly organized Customer Service Manager to lead and optimize all patient-facing interactions, ensuring excellence at every touchpoint
The CSM serves as a bridge between clients and the hospital, ensuring that services align with client expectations.
Key Responsibilities
Patient & Client Relationship Management:
Develop and maintain strong relationships with patients and families.
Serve as the primary contact for client inquiries, concerns, and feedback.
Ensure seamless coordination between departments to enhance client satisfaction.
Follow up on patients' post-visit to assess satisfaction and encourage loyalty.
Complaint Resolution & Service Recovery:
Receive, document, and manage patient complaints professionally.
Track trends in complaints and recommend service improvement strategies.
Client Retention & Experience Enhancement:
Design and implement patient engagement strategies.
Monitor patient satisfaction metrics.
Ensure consistency in service standards across touchpoints (front desk, billing, clinical units).
Revenue & Growth Support:
Support marketing campaigns through client follow-up.
Track conversion rates of inquiries to paid services.
Data Management & Reporting:
Generate weekly and monthly performance reports.
Analyze trends in patient acquisition, retention, and satisfaction.
Qualifications & Requirements
Bachelor's Degree in Business Administration, Marketing, Healthcare Management, or related field.
Minimum of 3 - 5 years' experience in customer relationship management (preferably in healthcare).
Strong communication and interpersonal skills.
Proficiency in CRM software and Microsoft Office.
High emotional intelligence and conflict resolution skills.
Core Competencies:
Relationship Building
Negotiation & Persuasion
Problem Solving
Data Analysis & Reporting.
Professionalism & Confidentiality