Customer Service Team Leader

We are looking for a Customer Service Team Leader to lead and inspire our Customer Service team. The role involves guiding colleagues across different departments (Customer Service, Nurses, Doctors, Technicians) to work together in delivering an outstanding hospital image and patient experience.

🔹 Key Responsibilities

• Welcome and guide patients at reception, ensuring smooth patient flow and doctor availability.
• Lead, coach, and motivate the Customer Service team for excellent service delivery.
• Support day-to-day operations, including staffing, scheduling, and training.
• Provide accurate information to patients on services, costs, and healthcare providers.
• Handle and resolve patient and staff complaints in coordination with Line Managers/HR.
• Liaise with the Revenue Cycle Management team to follow up on insurance approvals.
• Work closely with billing officers for cancellations and adjustments when required.
• Assist during peak hours; ensure accurate documentation of transactions and cash handling.
• Prepare and manage team rosters for proper coverage.
• Support training and development activities to upskill the team.
• Continuously evaluate and improve processes to enhance patient satisfaction.
• Report incidents (OVRs) and take immediate corrective action.

🔹 Qualifications:

• Minimum 5 years’ experience in healthcare (mandatory)
• Customer Service Certification or related qualification
• Proven experience in team leadership and supervision
• Strong communication and interpersonal skills
• Excellent problem-solving and conflict resolution abilities

✨ If you are passionate about healthcare service excellence and have the leadership skills to inspire a team, we’d love to hear from you!