CUSTOMER CARE MANAGER

• To supervise all receptionist/health-check coordinator/cashier/patient guide/booking/direct billing/medical record clerk/dental assistant/specialist assistant/medical secretary teams in every aspect related to their tasks and duties.
• To handle any matters related to customer care perspective promptly.
• To conduct necessary training sessions for staff in customer service field
• To coach staff in their performance implementing hospital standards of practices.
• To assure disciplines are satisfied in the whole department such as staff working time, staff uniform, hygiene and appearance, other workplace requirements ....
• To assure every hospital stipulated procedure, processes, protocols involved are respected at all times.
• To look after all OPD/IPD patient scheduling assuring maximal hospital capacity and patient satisfaction.
• To liaise with Customer Administration Manager in rostering staff coping with actual situation of needs of OPD/IPD or site work on daily basis.
• To liaise with Customer Administration Manager in supervising all work stations assuring standard set-up, hygiene and outlook.
• To supervise and coach on the staff's compliance as per hospital stipulations for patient consultation, admission, consent to treatment, agreements, medical records ..... upon medical indications.
• To supervise and coach the processes for cross exchange patient information following DPDP standards.
• To supervise staff on timely compliance with hospital quality and risk procedures in quality aspect including of reporting on incidents or feedback.
• To seek or propose ideas for improvement measures