Reports to: Director of Clinic Affairs
The Customer Service Manager will oversee and manage the efficient daily operations of all administrative and support activities related to medical and clinical services within the hospital. This includes ensuring and supervising customer care functions such as reception, cashier services, patient care attendants, medical secretaries, and scheduling staff. The role requires close collaboration with various clinical and paraclinical departments and follows the guidance of the Director of Clinical Affairs.
Responsibilities and Duties
- Oversee the teams of receptionists, health-check coordinators, cashiers, patient guides, booking personnel, direct billing clerks, medical record clerks, dental assistants, specialist assistants, and medical secretaries, ensuring all tasks and responsibilities are managed effectively.
- Address any customer care-related issues promptly and efficiently.
- Conduct training sessions in customer service for staff as needed.
- Provide coaching to staff to help them uphold hospital standards in their performance.
- Ensure department-wide adherence to regulations, such as punctuality, uniforms, hygiene, appearance, and other workplace standards.
- Ensure all hospital procedures, protocols, and processes are consistently followed.
- Manage OPD/IPD patient scheduling to optimize hospital capacity and enhance patient satisfaction.
- Work with the Customer Administration Manager to schedule staff according to the needs of OPD/IPD or site work on a daily basis.
- Collaborate with the Customer Administration Manager to maintain standard setup, cleanliness, and appearance across all workstations.
- Supervise and guide staff compliance with hospital policies for patient consultation, admission, treatment consent, agreements, and medical record handling as required by medical directives.
- Oversee and guide staff in maintaining data privacy standards during patient information exchanges.
- Ensure staff comply promptly with quality and risk procedures, including incident and feedback reporting.
- Identify or propose ideas for improvement and enhancement of departmental practices.
Job requirements:
- Bachelor’s Degree
- At least 5 years of experience in Customer Care/Customer Service Manager role in the Health Care Service industry.
- Proficient in both spoken and written English and Vietnamese
- Strong skills in communication in different forms (face-to-face, telephone)
- Well-organized, detail-oriented, and problem-solving skills
- Capable of supervisory responsibilities
- Proficient in office software applications
- Able to work effectively both independently and in collaborative team settings.
Interested candidates can send resumes to uyen.tran@ev-search.com for further discussion.
All applications will be considered without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service or other non-merit factor
