The Customer Service Supervisor is responsible for overseeing daily front office and patient service operations, ensuring high-quality service delivery, patient positive experience, high retention rate, and compliance with hospital policies and standards. This role supervises customer service staffs and ensures a professional, efficient, and patient-centered environment.

1. Operational Supervision

• Supervise daily activities of Customer Service Associates, and Customer Service In Charge.
• Ensure smooth patient registration, admission, discharge, and appointment processes.
• Monitor workflow and staffing schedules to ensure adequate coverage.
• Collect patients’ information lead CSA team to build good rapports with patients and patients’ family prior to patients arrival to hospital.
• Through Customer Service Associates, collect and analyze patients and patients’ family feedback via OPD & IPD Feedback Forms and produce report based on findings.
• Suggest best solutions based on patient expectation, and feedback.
• Handle escalated patient complaints and resolve service issues effectively.
• Make sure the Patient Positive Experience is achieved.
• Lead CSA Team on Core Value & Core Purpose.

2. Service Quality & Patient Experience

• Ensure excellent patient service standards are consistently maintained.
• Monitor patient feedback and satisfaction indicators.
• Implement service improvement initiatives.
• Promote a patient-centered culture within the team.

3. Team Leadership & Development

• Train, coach, and mentor customer service staffs.
• Conduct performance evaluations and provide constructive feedback.
• Ensure staff compliance with hospital policies, SOPs, and code of conduct.
• Organize regular team meetings and service briefings.

4. Reporting & Compliance

• Prepare daily, weekly, and monthly service performance reports.
• Monitor KPIs such as waiting time, service efficiency, and complaint resolution, and patient positive experience.
• Prepare monthly report on retention rate and churn rate.
• Ensure compliance with hospital policies and accreditation standards.
• Coordinate with other departments to improve cross-functional processes.

5. Administrative Support

• Assist in developing and updating SOPs related to customer services.
• Support management in service planning and operational improvements.
• Ensure proper documentation and record-keeping.

• Bachelor’s degree in Business Administration, Management, Hospitality, or related field.
• Minimum 3–5 years of experience in customer service, preferably in healthcare.
• At least 1–2 years in a supervisory or leadership role.
• Strong leadership, communication, and problem-solving skills.
• Excellent interpersonal and conflict-resolution abilities.
• Ability to work in a fast-paced hospital environment.
• Proficient in MS Office and hospital information systems (preferred).
• Professional appearance and strong service mindset.