Customer Service Manager at Clearview Hospital

Job Summary

• Are you a strategic, people-oriented professional with a passion for delivering exceptional patient experience?
• We are seeking a smart, proactive, and highly organized Customer Service Manager to lead and optimize all patient-facing interactions, ensuring excellence at every touchpoint
• The CSM serves as a bridge between clients and the hospital, ensuring that services align with client expectations.

Key Responsibilities
Patient & Client Relationship Management:

• Develop and maintain strong relationships with patients and families.
• Serve as the primary contact for client inquiries, concerns, and feedback.
• Ensure seamless coordination between departments to enhance client satisfaction.
• Follow up on patients’ post-visit to assess satisfaction and encourage loyalty.

Complaint Resolution & Service Recovery:

• Receive, document, and manage patient complaints professionally.
• Track trends in complaints and recommend service improvement strategies.

Client Retention & Experience Enhancement:

• Design and implement patient engagement strategies.
• Monitor patient satisfaction metrics.
• Ensure consistency in service standards across touchpoints (front desk, billing, clinical units).

Revenue & Growth Support:

• Support marketing campaigns through client follow-up.
• Track conversion rates of inquiries to paid services.

Data Management & Reporting:

• Generate weekly and monthly performance reports.
• Analyze trends in patient acquisition, retention, and satisfaction.

Qualifications & Requirements

• Bachelor’s Degree in Business Administration, Marketing, Healthcare Management, or related field.
• Minimum of 3–5 years’ experience in customer relationship management (preferably in healthcare).
• Strong communication and interpersonal skills.
• Proficiency in CRM software and Microsoft Office.
• High emotional intelligence and conflict resolution skills.

Core Competencies:

• Relationship Building
• Negotiation & Persuasion
• Problem Solving
• Data Analysis & Reporting.
• Professionalism & Confidentiality