Job Summary
The Customer Service Manager ensures excellent service and smooth operations across all non-clinical, customer-facing departments, including Patient Experience, Admitting, Central Registration, HMO Concierge, Housekeeping, Canteen, and other service units. Reporting to the Patient Experience Director, the role drives service quality, team performance, and continuous improvements that directly impact patient satisfaction and hospital efficiency.
Duties and Responsibilities
- Oversee daily operations of all non-clinical service areas including Patient Experience, Admitting and Information, Central Registration, HMO Concierge, Housekeeping, Canteen, and other support units that impact patient satisfaction.
- Ensure efficient workflows, proper staffing, and timely service delivery across all touchpoints in coordination with clinical and administrative departments.
- Uphold service standards by leading service recovery efforts, addressing patient concerns, and promoting a culture of courtesy, empathy, and professionalism.
- Supervise and develop staff through coaching, performance evaluations, and regular training to maintain a competent and engaged team.
- Coordinate with departments such as Engineering, Nursing, Medical, Ancillary and IT to resolve operational issues affecting patient comfort and flow.
- Monitor compliance with hospital policies, DOH guidelines, infection control, and ISO standards through regular rounds, audits, and reviews.
- Analyze service performance and patient feedback data, recommend improvements, and submit regular reports to the Patient Experience Director.
