Customer Service Manager

About the Role

Clinix Healthcare is seeking a dynamic and experienced Customer Service Manager to lead our front desk, admissions, and patient experience team. This is an opportunity to join a leading healthcare organization committed to delivering compassionate, efficient, and high-quality healthcare services. You will be responsible for enhancing patient satisfaction, streamlining operations, and fostering a positive environment for patients, families, and staff.

Key Responsibilities

• Oversee daily operations of the customer service, front desk, admissions, and reception teams to ensure smooth patient flow and exceptional service delivery
• Develop and implement customer service policies, standards, and procedures to improve patient experience and satisfaction
• Supervise, mentor, train, and evaluate customer service staff, including performance management and professional development
• Handle escalated patient complaints, inquiries, and feedback promptly and effectively, ensuring timely resolution and follow-up
• Monitor key performance indicators (KPIs) such as patient wait times, satisfaction scores, appointment scheduling accuracy, and service quality metrics
• Collaborate with clinical, administrative, and other departments to align customer service efforts with overall healthcare goals and patient care excellence
• Ensure compliance with healthcare regulations, patient confidentiality, and ethical standards in all interactions
• Manage front office resources, including scheduling, inventory of patient-facing materials, and coordination of appointments and referrals

Requirements & Skills

• Proven leadership experience in customer service management, with strong focus on team motivation and performance improvement
• Excellent interpersonal, communication, and conflict resolution skills to interact effectively with patients, families, and multidisciplinary teams
• Strong organizational and multitasking abilities