The Opportunity
This is not a traditional customer service role. As Assistant Manager – Patient Experience (Red Coat), you will play a highly visible leadership role at the front lines of patient care—ensuring that every patient, guest, and stakeholder experiences service excellence from arrival to discharge.
You will lead the Red Coat team, oversee patient navigation and service recovery, and manage customer relationship initiatives using CRM and digital engagement tools. This role blends people leadership, service operations, and data‑driven patient engagement, and is ideal for someone who thrives in high‑interaction environments and understands that experience quality is a strategic differentiator.
What You'll Actually Do
Lead Patient Experience Operations
- Supervise daily operations of the Patient Experience / Red Coat unit to ensure consistent service standards and adherence to corporate values.
- Guide staff in delivering patient navigation, non‑medical assistance, hospital tours, and service orientation.
- Manage escalated patient concerns and coordinate service recovery with relevant departments.
Drive Customer Engagement & CRM Excellence
- Plan, implement, and oversee CRM and EDM (electronic direct marketing) campaigns to improve patient engagement, loyalty, and retention.
- Ensure data accuracy, segmentation quality, and compliance in all CRM records.
- Monitor and analyze engagement metrics, NPS, and survey results to guide improvements.
Strengthen Service Quality & Insights
- Conduct patient rounds, visits, and engagement initiatives to assess service delivery in real time.
- Analyze patient feedback and experience data to identify trends, gaps, and opportunities.
- Translate insights into programs and initiatives that improve the end‑to‑end patient journey.
Lead & Develop the Team
- Coach and develop Red Coat Ambassadors and Patient Relations Associates.
- Monitor team performance, allocate work, and ensure accountability against KPIs.
- Facilitate customer service and capability‑building trainings within the department and across hospital units.
Support Strategy, Governance & Controls
- Track departmental budgets and report variances.
- Ensure compliance with information security, data privacy, and confidentiality standards.
- Support the Head in implementing service excellence initiatives and continuous improvement programs.
Who You Are
- A graduate of Tourism, Hospitality, Communications, Business, or a related field.
- Brings 3–6 years of experience in customer service, patient experience, hospitality, or similar service‑intensive environments.
- Has hands‑on experience leading small to mid‑sized teams.
- Comfortable handling sensitive patient situations and high‑stakes service recovery.
- Strong communicator with a warm presence, sound judgment, and attention to detail.
- Data‑aware and comfortable using CRM systems and service metrics to guide decisions.
What You'll Get
- A highly visible leadership role shaping patient experience at the front line.
- Daily interaction with patients, clinicians, executives, and operational leaders.
- A platform to influence service culture, loyalty, and brand perception.
- Growth opportunities within patient experience, service excellence, and operations leadership.
If you're looking for a desk‑bound role—this isn't it.
But if you're ready to lead service excellence where it matters most—face to face with patients, we want to hear from you.
