Customer Services Manager

We are seeking a dedicated and experienced professional to manage patient relations and front-desk operations in a healthcare setting. The ideal candidate will ensure a welcoming and efficient experience for patients and visitors while supervising the customer service team. This role requires strong communication skills, leadership abilities, and a commitment to maintaining high standards of service quality and regulatory compliance. The position involves coordinating appointments, handling patient feedback, and supporting continuous improvement initiatives to enhance patient satisfaction and operational efficiency.

Key Responsibilities

Patient Experience & Customer Relations
Ensure every patient and visitor receives a respectful, welcoming, and professional experience. Manage patient inquiries, appointment bookings, confirmations, follow-ups, and feedback across multiple communication channels including reception, telephone, and digital platforms. Develop and implement strategies to improve patient satisfaction, retention, and overall service quality.

Team & Front-Desk Management
Supervise customer service representatives and reception staff by setting clear service standards, defining responsibilities, and monitoring performance. Oversee punctuality, professional conduct, grooming, communication, and adherence to established procedures. Organize staff training focused on customer handling, communication skills, complaint resolution, and patient confidentiality.

Complaint & Feedback Management
Address escalated patient complaints promptly and professionally. Maintain a detailed complaint and feedback register to ensure proper documentation and timely resolution. Identify recurring issues and propose corrective and preventive measures to management. Handle patient concerns respectfully without making unauthorized clinical or financial commitments.

Appointment & Operational Coordination
Monitor appointment scheduling, waiting times, cancellations, and patient flow to optimize service delivery. Collaborate with doctors, therapists, and other departments to minimize delays and improve efficiency. Maintain accurate records of patient services and ensure follow-up on inquiries and appointments. Work with the marketing team to manage incoming leads and inquiries, converting them ethically into booked appointments.

Quality Assurance & Regulatory Compliance
Ensure all customer service practices comply with healthcare regulations, patient confidentiality requirements, and organizational policies. Keep comprehensive records of complaints, feedback, service incidents, and corrective actions. Coordinate with HR and management on service-quality audits, staff training, and improvement initiatives. Ensure staff communicate only approved information regarding treatments, pricing, appointments, and services.

Reporting & Performance Management
Prepare daily, weekly, and monthly reports on customer service performance for management review. Track key performance indicators such as patient satisfaction scores, complaint volumes and resolution times, appointment booking and confirmation rates, missed appointments, cancellation rates, inquiry-to-appointment conversion rates, and patient retention. Recommend actionable improvements based on data analysis and patient feedback.

Required Qualifications
Bachelor’s degree in Business Administration, Healthcare Management, Hospitality, or a related field. A minimum of 3 to 5 years’ experience in customer service, patient relations, hospitality, or healthcare operations is essential. Previous supervisory or managerial experience is preferred. Proficiency in spoken and written English and Urdu is required. Strong computer skills, including MS Office, spreadsheets, appointment systems, and customer relationship management (CRM) tools, are necessary.

Preferred Qualifications and Benefits
Experience in healthcare, dermatology, skincare, or aesthetic clinics will be considered an advantage. The role offers a competitive monthly salary ranging from Rs80,000 to Rs100,000. This is an in-person position, providing an opportunity to work closely with a dynamic healthcare team focused on delivering exceptional patient care.

This role demands excellent communication, leadership, organizational, and problem-solving skills, with the ability to manage sensitive patient information professionally. Candidates should be customer-focused, able to work under pressure, and committed to service excellence and accountability.