Head of Customer Service

Job Summary:
To oversee and manage all aspects of customer service within the organization, ensuring exceptional customer experiences and satisfaction. This role will be responsible for developing and implementing customer service strategies, training staff, and driving continuous improvement initiatives.

Main Responsibilities

• Create and execute a patient-focused customer service strategy that fosters loyalty, trust, and high patient satisfaction.
• Analyze the entire patient journey, from scheduling appointments to post-treatment follow-up, identifying pain points and areas for improvement.
• Recruit, hire, train, and manage a dedicated customer service team, including front-desk and patient support staff, ensuring they embody empathy and professionalism in patient interactions.
• Design and conduct training programs specific to dental care, emphasizing patient communication, understanding of dental procedures, and use of dental terminology.
• Set and monitor quality standards, ensuring consistent patient-centered service, timely communication, and a positive environment in all patient interactions.
• Track and evaluate team performance, providing feedback and coaching to continually improve service levels and patient satisfaction.
• Implement and manage a Patient Relationship Management (PRM) system to document patient interactions, treatment history, and preferences, supporting personalized care.
• Regularly measure patient satisfaction through feedback, surveys, and other metrics, using insights to drive service enhancements.
• Supervise the handling of patient complaints, appointment requests, and inquiries, ensuring swift and compassionate resolution.
• Collaborate with clinical, marketing, and operations teams to streamline patient experiences, coordinate care, and improve communication at every step.

Required Qualifications and Skills:
• Bachelor's degree in business administration, customer service, or a related field.
• Minimum of 5 years of experience in customer service management, preferably in the healthcare or hospitality industry.
• Proven track record of developing and implementing successful customer service strategies.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Analytical and problem-solving abilities.
• Knowledge of customer relationship management (CRM) systems.
• Strong customer focus and commitment to delivering exceptional service.