
Customer Service Operations Manager
20 hours ago
We are seeking a Customer Service Operations Manager to oversee the daily operations of the front desk and patient support services at Inaya Medical Center. This role ensures a high level of patient satisfaction by leading a team of customer service representatives, streamlining processes, and maintaining a welcoming and efficient environment for all patients and visitors.
Key Responsibilities:- Customer Service & Patient Experience:
- Supervise and support the customer service team to ensure exceptional patient care.
- Address and resolve patient concerns, complaints, and inquiries in a professional manner.
- Ensure a welcoming, courteous, and efficient front-desk experience.
- Monitor and enhance patient satisfaction by implementing feedback-driven improvements.
- Team Supervision & Training:
- Train, mentor, and evaluate customer service representatives to maintain high standards.
- Schedule shifts and manage team performance to ensure seamless operations.
- Conduct regular team meetings to communicate updates, policies, and best practices.
- Operational Management:
- Oversee the appointment scheduling process to optimize efficiency.
- Ensure accurate patient registration, insurance verification, and billing support.
- Monitor front-desk workflows and suggest improvements for efficiency.
- Collaborate with medical and administrative teams to ensure smooth coordination.
- Compliance & Reporting:
- Ensure compliance with healthcare regulations, confidentiality, and customer service policies.
- Maintain records of patient feedback, complaints, and service improvements.
- Prepare reports on customer service performance and recommend improvements.
- Bachelor's degree in Business Administration, Healthcare Management, or a related field preferred.
- 2-5 years in customer service, preferably in a medical or healthcare setting. Prior supervisory experience is a plus.
- Strong leadership and team management abilities.
- Excellent communication and problem-solving skills.
- Proficiency in medical software and scheduling systems.
- Ability to multitask in a fast-paced healthcare environment.
- Strong attention to detail and patient-focused mindset.
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