Customer Service Manager
Job Summary
As a Customer Service Manager, you will oversee the front-line patient experience and coordinate daily clinic operations. You will manage the service team, handle patient enquiries and escalations, and ensure service standards are consistently met. The role involves working closely with medical and marketing teams to deliver a seamless and professional patient journey.
Responsibilities
- Manage customer service team and front-line operations
- Oversee patient journey from booking to follow-up
- Handle patient escalations and service recovery
- Coordinate with clinical and marketing departments
- Ensure compliance with service standards and PDPA
Required Skills
- Team leadership and staff management
- Excellent patient communication
- Aesthetics or healthcare operations experience
- Conflict resolution and service recovery
- Proficiency in clinical administrative processes
Job Details
### Customer Service and Patient Experience
- Oversee the overall patient journey, from enquiry and appointment booking to consultation, treatment coordination, payment, and follow-up.
- Ensure that all patients receive a warm, professional, and consistent service experience at every touchpoint.
- Handle patient enquiries, feedback, complaints, and service recovery matters in a timely and professional manner.
- Act as the main point of contact for escalated patient situations and challenging service issues in the clinic.
- Monitor patient satisfaction and identify areas for improvement in the clinic’s service standards.
- Ensure that patient communication is clear, accurate, and aligned with company policies.
### Front Desk and Appointment Management
- Oversee daily front desk operations to ensure smooth patient flow and efficient appointment coordination.
- Monitor appointment schedules and work with clinical staff to reduce waiting time.
- Ensure appointment confirmations, reminders, cancellations, and rescheduling are handled promptly.
- Manage patient registration, billing, package utilisation, and documentation processes.
### Team Management
- Lead, supervise, and support the customer service team in their daily duties.
- Assist in the recruitment, onboarding, and training of customer service staff.
- Develop staff schedules to ensure adequate manpower coverage.
- Conduct regular performance reviews and provide constructive feedback.
- Foster a positive, professional, and service-oriented work environment.
### Service Standards and Process Improvement
- Develop, implement, and improve customer service policies, workflows, and standard operating procedures.
- Ensure compliance with company policies, PDPA requirements, and billing procedures.
- Identify operational gaps and recommend improvements to enhance clinic efficiency.
### Cross-Department Coordination
- Work with doctors, therapists, nurses, marketing, and finance to ensure smooth operations.
- Coordinate with the marketing team on campaign enquiries and lead follow-up.
- Facilitate communication between front desk staff and clinical teams.
### Sales Support and Patient Retention
- Manage patient enquiries and convert leads into appointments.
- Inform patients of relevant treatments, packages, and promotions.
- Monitor follow-up activities to encourage treatment continuity and retention.