Customer Experience & Operations Excellence Manager

Job Description

Tasks and Responsibilities :

• Patient Experience Management
• Develop and implement strategies to enhance patient satisfaction and retention.
• Ensure a welcoming, comfortable, and professional environment for patients.
• Monitor patient journeys and identify areas for improvement.
• Address and resolve patient concerns, complaints, and feedback efficiently.
• Front Desk & Reception Oversight
• Supervise front desk staff to ensure high-quality patient interactions.
• Implement best practices for scheduling, appointment reminders, and follow-ups.
• Optimize patient flow and minimize wait times.
• Quality Assurance & Compliance
• Maintain high service standards aligned with clinic policies and healthcare regulations.
• Conduct regular patient satisfaction surveys and analyze feedback for continuous improvement.
• Train staff on customer service best practices and patient-centered care.
• Operational Improvement
• Collaborate with the clinical and administrative teams to streamline processes and enhance efficiency.
• Utilize technology to improve patient experiences, such as online booking systems and automated reminders.
• Monitor KPIs related to patient satisfaction, appointment adherence, and service quality.

Requirements :

• Bachelor’s degree in Business Administration, Hospitality, Healthcare Management, or a related field.
• Experience in customer service, patient experience, or hospitality (preferably in a healthcare or dental setting).
• Strong leadership and team management skills.
• Excellent verbal and written communication skills.
• Problem-solving mindset with a proactive approach to improving service quality.