Customer Service Manager

Summary

Lead and manage front-office and customer service operations at a private healthcare clinic to deliver a seamless, professional, and patient-centric experience while driving operational efficiency and service improvements.

Responsibilities

• Oversee daily front-office and customer service operations to ensure smooth clinic workflows and positive patient experiences
• Maintain and enforce high service standards to uphold clinic reputation and patient satisfaction
• Deliver warm, courteous, and professional interactions with patients throughout their clinic visits
• Manage patient enquiries, feedback, and complaints by applying tact, empathy, and professionalism to resolve issues effectively
• Coordinate appointment scheduling, patient registration, billing, and administrative tasks to optimize operational efficiency
• Liaise with healthcare professionals, insurance providers, and third-party administrators to facilitate patient care and claims processing
• Drive continuous service improvements by identifying operational gaps and implementing effective solutions
• Lead and manage the front-office team to ensure strong performance and a customer-centric culture
• Handle challenging situations and customer feedback with patience and professionalism to maintain trust and service quality

Preferred competencies and qualifications

• Minimum 5 years of experience in customer service, hospitality, or service operations with supervisory or managerial responsibilities
• Experience from hotels, ex-cabin crew, premium hospitality, or other service-oriented industries
• Excellent communication skills demonstrated by confident and eloquent verbal interactions
• Strong interpersonal skills with a warm, polished, and customer-focused approach
• Professional appearance and adherence to good personal grooming standards
• Knowledge of medical insurance claims processing and healthcare administration is advantageous

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