Service Quality Manager
6 days ago
**Join Our Team**
As a Customer Experience Leader, you will play a critical role in delivering exceptional patient experiences through innovative solutions and dedication to quality care.
**Responsibilities**- Patient Journey Enhancement:
- Develop and implement strategies to enhance patient engagement and satisfaction.
- Conduct regular analyses of patient feedback to identify areas for improvement.
- Implement changes to address these concerns and measure their effectiveness.
- Customer Service and Quality:
- Lead initiatives to enhance customer hospitality and experience, focusing on:
- Optimizing waiting area experiences.
- Improving patient communication and interactions.
- Providing ongoing training for staff on customer service best practices.
- Introducing luxurious comfort features.
- Collaborate with the Marketing team to promote these enhancements.
- Lead initiatives to enhance customer hospitality and experience, focusing on:
- Feedback and Complaint Management:
- Develop and implement robust systems for capturing and resolving patient feedback through various channels.
- Address systemic issues by tracking complaint trends and root causes.
- Collaborate with operational teams for corrective measures and continuous improvement.
- Team Leadership and Development:
- Lead the customer experience team, fostering a culture of excellence and accountability.
- Develop training programs to enhance team capabilities.
- Identify and nurture talent within the team to ensure consistent service excellence.
The ideal candidate should have:
- 5+ years of experience in customer-facing roles, preferably in healthcare.
- Proven expertise in journey mapping, feedback management, and service quality improvement.
- Proficiency in CRM systems and data analysis tools.
- Strong communication and presentation skills.
- Fluency in Arabic and English.
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