Job description

Overview of the role:

The role incumbent is responsible for supervising day-to-day activities of Patient Relations Executives and support the call center department in all aspects

What you will do:

• Oversee and coordinate the PREs department, performance and functions. Constantly update and bring any concerns to the attention of the Patient Experience Manager and Unit in Charge. Ensure that standards set are met, highlight concerns and deviations from the objectives and goals by providing with the necessary evidence and suggest alternative and solutions.
• Organize and administer the PREs departments’ projects/tasks based on the Patients’ and the Clinic’s current needs.
• Act as floor supervisor to ensure effectiveness & time management for every encounter to ensure service excellence outcomes. Provide hands on support in all aspects of the day to day activities of the PREs team.
• Empower the PREs to collect the patients’ feedback through the Patient Satisfaction Surveys. Collect monthly data and, after considering the Patient and Internal feedback, provide the Patient Experience Manager and Unit in Charge with detailed report and feedback.
• Ensure the conversion of enquiries to services in order to achieve business targets.
• Production and analysis of statistics reports for the Unit in Charge and management teams.
• Draft monthly roster for the PREs of the respective clinic and forward to the Unit in Charge for review and approval
• Identify any training requirements
• Support the implementation of new technological devices, systems and tools who promote the service excellence and enhance the patient experience.

Skills

Required skills to be successful:

• Strong leadership and supervisory skills
• Exceptional written and oral communication skills
• Good decision-making skills
• Strong operational thinking skills
• Critical Thinking
• Conflict & Complaint Management
• Multitasking
• Process review skills
• Excellent interpersonal skills
• Excellent IT skills
• Customer service skills to include; diplomacy, patience, problem solving with a range of clientele
• Empathetic and compassionate approach to customer care
• Proven analytical ability

What qualifies you for the role:

Education:

• Bachelor University Degree required.

Degree level qualification in business administration/management desirable.

Minimum Experience and Knowledge:

• Significant experience in management of a team of administrators.
• Significant experience working in customer care and administration/booking administration roles with demonstrated commercial awareness.