Client Service Supervisor

Key Responsibilities:

Supervise and coordinate daily client service and front desk operations.

Ensure excellent customer service delivery to patients and visitors.

Serve as the first point of escalation for patient complaints and service-related issues.

Ensure timely and professional resolution of client concerns.

Train, mentor, and supervise client service and front desk staff.

Monitor staff performance and enforce customer service standards.

Collaborate with medical, billing, and administrative teams to ensure smooth patient flow.

Develop and implement strategies to improve patient satisfaction and retention.

Maintain accurate client records and service reports.

Ensure compliance with hospital policies, ethics, and confidentiality standards.

Identify service gaps and recommend improvements to enhance patient experience.

Support management in developing and enforcing SOPs for client service operations.

Perform any other duties as assigned by management.

Qualifications & Experience:

Minimum of 5 years’ experience in customer service or client relations, preferably in a healthcare setting.

Bachelor’s degree in Business Administration, Public Relations, Health Management, or a related field.

Proven supervisory or team-lead experience.

Excellent communication, leadership, and conflict-resolution skills.

Professional certification in Customer Service Management, Healthcare Administration, or Patient Experience is an added advantage.

Strong knowledge of hospital operations, patient flow, and service protocols.

Excellent communication, leadership, and interpersonal skills.

High level of professionalism, empathy, discretion, and confidentiality.

Proficiency in Microsoft Office and hospital management systems (EMR).

Experience working in a hospital or clinical setting is an added advantage.