Hoan My Career

JOB SUMMARY:

The Customer Service Director at Group Level for Hoan My Medical Corporation will be responsible for developing, implementing, and overseeing the strategic direction of customer service operations and customer experience (CX) across the entire network of Hoan My’s medical facilities. The role involves collaborating closely with senior leadership, department heads, and various operational teams at the group and hospital level to ensure a unified, high-quality service experience that aligns with the company’s mission and values. This role will emphasize the training and development of employees, ensuring that all team members are equipped with the necessary skills, knowledge, and mindset to deliver exceptional service.
This position is crucial in driving patient satisfaction, loyalty, and advocacy through a seamless and patient-centric approach across all touchpoints of the healthcare journey.

JOB RESPONSIBILITIES:

1. Strategic Leadership & Vision:

– Develop and execute the overall customer service and customer experience strategy for Hoan My Medical Corporation, ensuring it aligns with corporate goals and enhances patient satisfaction, driving repeat visits and royalty.
– Lead the design and continuous improvement of end-to-end patient journeys across all service touchpoints.
– Design and lead a comprehensive training strategy to ensure all staff are trained on the latest customer service best practices.
– Set clear training objectives and CX performance targets and KPIs, ensuring that the organization is meeting or exceeding expectations in all areas of patient engagement.
– Ensure all new hires receive a thorough customer service training program that includes customer interaction techniques, emotional intelligence, conflict resolution, and patient safety.
– Stay up to date on industry trends, emerging technologies, and patient care best practices to introduce innovations that enhance the patient experience.

2. Cross-Functional Collaboration & Team Management:

– Collaborate with department leaders and medical teams to implement and promote a unified customer experience strategy that spans all service areas, including medical services, administrative functions, and patient care services.
– Lead, mentor, and develop a high-performing customer service and experience team at the hospital and clinic level, ensuring that they are well-trained and empowered to meet service standards.
– Oversee training programs to build customer service capabilities among employees, ensuring a consistent and high-quality service experience across all facilities.

3. Patient-Centered Culture & Advocacy:

– Foster a patient-first culture across the organization, ensuring that every department recognizes the importance of patient experience in driving overall quality and reputation.
– Act as a patient advocate, ensuring patient feedback is actively sought, listened to, and acted upon to continuously improve the care experience.
– Manage patient satisfaction measurement programs and interpret data to identify areas for improvement or investment.

4. Operational Excellence & Service Standards:

– Develop and enforce policies, procedures, and standards that ensure consistent and exceptional service delivery across all Hoan My Medical Corporation facilities.
– Analyze and improve customer service workflows and processes, identifying inefficiencies and areas for streamlining.
– Ensure that all customer service and experience operations comply with regulatory and accreditation standards for healthcare facilities, including data privacy compliance.

5. Customer Insights & Feedback Management:

– Implement systems and processes for gathering patient feedback through surveys, focus groups, social media, and other channels.
– Lead efforts to analyze patient complaints, concerns, and compliments to identify trends and actionable insights for improvement, while cascading down to the front-line staffs.
– Track key metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Patient Satisfaction Index, and changes within RFM metrics to evaluate and optimize service quality.

6. Technology & Digital Experience:

– Collaborate with IT and digital teams to introduce and optimize digital tools and platforms (e.g., mobile apps, patient portals) that improve the customer experience.
– Leverage technology to enhance communication with patients (e.g., appointment reminders, virtual consultations, chatbots) while ensuring privacy and data protection.

7. Crisis Management & Continuous Improvement:

– Lead the resolution of high-priority or escalated patient complaints, ensuring timely and appropriate actions are taken to rectify situations and prevent recurrence.
– Develop and oversee continuous improvement initiatives that elevate the overall patient experience, incorporating lessons learned from patient feedback and industry best practices.

QUALIFICATIONS & SKILLS REQUIREMENTS

Experience & Knowledge:
– Bachelor’s degree in Business Administration, Healthcare Management, Communications or a related field. Master’s degree is preferred.
– At least 8-10 years of experience in customer service and customer experience management, with at least 5 years in a leadership role, preferably in healthcare or related service-intensive industries.
– Experience in large-scale, multi-location organizations with a focus on delivering high-quality customer service.
– Proven experience in developing and executing training programs, particularly focused on customer service, patient experience, and employee development.
– Strong background in multifaceted, multi-location training programs for diverse teams.
Skills:
– Extensive knowledge in training design and delivery, with the ability to adapt programs to meet the unique needs of diverse teams.
– Astute leadership, mentoring, and communication skills, with the ability to inspire and motivate teams to achieve excellence in patient service.
– Excellent communication and problem-solving abilities, with a focus on empathy and conflict resolution.
– Proficiency in customer experience management tools, CRM software, and data analytics platforms.
– Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
– Strong understanding of healthcare industry standards, patient safety regulations, and medical privacy laws (HIPAA or local equivalents).

Others:
– Training & Development Expertise: Deep understanding of learning principles and proven ability to create and implement successful training programs that enhance service delivery.
– Analytical Thinking: Ability to analyze data, interpret trends, and make informed decisions based on insights.
– Change Management: Capable of driving organizational change and fostering a culture of continuous improvement.
– Strategic Planning: Strong ability to create and execute long-term customer experience strategies.
– Innovation & Creativity: Ability to introduce new ideas and technologies to enhance the customer experience.
– Collaboration: Proven track record of working effectively across departments and managing cross-functional teams.