Customer Service Supervisor

Career Summary:

Leads clinic operations and customer service functions to deliver exceptional patient experiences. Oversees daily clinic activities, staff performance, patient relations, and operational efficiency while ensuring the highest standards of service, regulatory compliance, and customer satisfaction. Builds lasting relationships with patients through proactive communication, effective problem resolution, and continuous process improvement.

Job Description:

1. Oversee the day-to-day operations of the clinic to ensure efficient workflow, operational excellence, and exceptional patient experience.
2. Lead, supervise, coach, and evaluate the Customer Service Department and front desk team to achieve performance and service quality standards.
3. Manage incoming calls, patient inquiries, appointment scheduling, and front desk operations while ensuring prompt and professional customer service.
4. Identify and assess patient needs, provide accurate information on clinic services and treatments, and recommend appropriate solutions to achieve customer satisfaction.
5. Build and maintain strong relationships with patients through effective communication, personalized service, and timely follow-up.
6. Handle customer concerns, complaints, service recovery, and escalations professionally to ensure satisfactory resolution.
7. Coordinate with physicians, nurses, therapists, and other departments to ensure seamless patient flow and efficient clinic operations.
8. Monitor staff scheduling, attendance, productivity, and compliance with company policies, operational procedures, and service standards.
9. Maintain accurate records of customer interactions, transactions, complaints, and resolutions while ensuring confidentiality of patient information.
10. Oversee inventory management, clinic supplies, equipment maintenance, and facility readiness to support uninterrupted operations.
11. Prepare operational reports, analyze key performance indicators, and implement process improvements to enhance efficiency, productivity, and patient satisfaction.
12. Ensure compliance with healthcare regulations, safety protocols, company policies, and quality assurance standards.
13. Foster a positive, patient-centered culture by promoting teamwork, accountability, and continuous improvement.
14. Perform other operational and administrative duties as assigned by management.

Job Qualifications:

• Bachelor's/College Degree in any field; a degree in Business Administration, Healthcare Management, Hospitality Management, or a related discipline is an advantage.
• At least three (3) years of experience in clinic operations, customer service management, healthcare administration, hospitality, or a related leadership role.
• Excellent verbal and written communication skills in English and Filipino; Mandarin proficiency is an advantage.
• Proven leadership, coaching, and people management skills.
• Strong customer service orientation with outstanding interpersonal and relationship-building abilities.
• Excellent problem-solving, analytical, decision-making, and conflict-resolution skills.
• Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
• Proficient in Microsoft Office applications and clinic or customer relationship management systems.
• Demonstrates professionalism, integrity, adaptability, and the ability to work effectively under pressure.