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).