JOB SUMMARY: The Customer Services (CS) Manager is responsible for developing and standardizing customer service processes, policies, and training programs across all hospitals and clinics in the Hoan My network. This role ensures a consistent, high-quality patient experience, enhances service efficiency, and strengthens staff capabilities through structured training programs. Report to Customer Services Director.

PRIMARY RESPONSIBILITIES:

1. SOP Development & Standardization

• Develop and implement Standard Operating Procedures (SOPs) for customer service across all hospitals and clinics.
• Establish service quality benchmarks and ensure adherence to patient experience standards.
• Create a centralized customer service framework, ensuring consistency in patient interactions, complaint resolution, and service workflows.

2. Training & Staff Development

• Design and conduct regular training programs for frontline staff, focusing on communication, patient handling, and service excellence.
• Develop assessment tools to measure service competency and performance improvement.
• Implement coaching and mentoring programs for CS teams to enhance patient engagement skills.

3. Service Quality Monitoring & Improvement

• Implement a patient feedback system to measure service satisfaction and identify improvement areas.
• Regularly audit customer service processes and provide recommendations for continuous improvement.
• Collaborate with hospital management teams to ensure service excellence initiatives are effectively executed.

4. Complaint Resolution & Patient Relations

• Establish efficient complaint-handling protocols to resolve patient concerns professionally and promptly.
• Ensure that all hospitals follow a structured escalation process for service issues.
• Work closely with medical and administrative teams to enhance patient-centered service solutions.

5. Reporting & Performance Analysis

• Develop monthly and quarterly reports on customer service performance and training outcomes.
• Track key performance indicators (KPIs) related to patient satisfaction, complaint resolution times, and staff competency levels.
• Provide recommendations to senior management for continuous service improvement.

• Education: University degree in Business Administration, Healthcare Management, or related fields.
• Experience: Minimum 5+ years in customer service management, preferably in healthcare or hospitality.
• Industry Knowledge: 
• Patient experience and customer service best practices
• SOP development and service process standardization
• Complaint resolution and service recovery strategies
• Training program design and staff development

Soft Skills & Mindset

• Strong leadership and training facilitation skills
• Excellent problem-solving and communication abilities
• Proactive approach to service excellence and patient satisfaction
• Ability to work cross-functionally with medical and non-medical teams