Client Service Supervisor at Havana Specialist Hospital

Key Responsibilities:

• Supervise and coordinate daily client service and front desk operations.
• Ensure excellent customer service delivery to patients and visitors.
• Serve as the first point of escalation for patient complaints and service-related issues.
• Ensure timely and professional resolution of client concerns.
• Train, mentor, and supervise client service and front desk staff.
• Monitor staff performance and enforce customer service standards.
• Collaborate with medical, billing, and administrative teams to ensure smooth patient flow.
• Develop and implement strategies to improve patient satisfaction and retention.
• Maintain accurate client records and service reports.
• Ensure compliance with hospital policies, ethics, and confidentiality standards.
• Identify service gaps and recommend improvements to enhance patient experience.
• Support management in developing and enforcing SOPs for client service operations.
• Perform any other duties as assigned by management.

Qualifications & Experience:

• Minimum of 5 years’ experience in customer service or client relations, preferably in a healthcare setting.
• Bachelor’s degree in Business Administration, Public Relations, Health Management, or a related field.
• Proven supervisory or team-lead experience.
• Excellent communication, leadership, and conflict-resolution skills.
• Professional certification in Customer Service Management, Healthcare Administration, or    Patient Experience is an added advantage.
• Strong knowledge of hospital operations, patient flow, and service protocols.
• Excellent communication, leadership, and interpersonal skills.
• High level of professionalism, empathy, discretion, and confidentiality.
• Proficiency in Microsoft Office and hospital management systems (EMR).
• Experience working in a hospital or clinical setting is an added advantage.