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