Jobs in Kuwait - career in Kuwait - vacancies in Kuwait-Supervisor – Customer Service - Health Assurance Hospitals Company- DHAMAN-Jobs in Kuwait - career in Kuwait - vacancies in Kuwait
Job Purpose
Responsible for supervising Customer Service front office activities across DHAMAN’s Medical Centres in coordination with DHAMAN’s Medical Centre Administration and ensuring that these activities are carried out with accuracy, timeliness ad confidentiality, in accordance to DHAMAN's policies and procedures, as well as working collaboratively with the Medical & Administration management of the Medical Centres to ensure patient satisfaction and all related customers complaints are solved efficiently
.Key Roles and Responsibilities
Customer Service Activities
- Oversee Customer Service front office daily activities and ensure smooth and efficient overall department adherence to DHAMAN's Medical Centres policies, procedures and standards.
- Ensure customers’ requests, inquiries and concerns are addressed and completed in a timely and efficient manner.
- Ensure that the Customer Service staff provides excellent customer service by developing protocols such as communication frameworks, flowcharts, and checklists.
- Ensure that staff follow strict patient privacy procedures and maintain a friendly and professional working atmosphere.
- Coordinate with other departments within DHAMAN's Corporate Office and Medical Centers as necessary to contribute to efficient work flow and to ensure high quality service performance
- Conduct regular visits to the Medical Centres as needed to evaluate and supervise work performance of Customer Service staff.
- Ensure complaints received through the Medical Centre front office and call centres are resolved in a timely manner within the stipulated timeline with high efficiency and effectiveness, in order to maintain customer satisfaction.
- Review reports of all customer complaints prepared by Customer Service Officer prior submitting it to the Customer Service Manager in order to record, track and recognize customer’s complaint trends.
- Manage incidents related to unsolved problems with customers and communicate it efficiently with the concerned department in coordination with the Medical Centre Administration, answer addressed questions and recommend corrective actions to solve customer complaints.
- Monitor and review patient appointments on schedule, insurance claims and guest patients’ records.
- Carry out the reallocation of Customer Service staff across DHAMAN’s business units as well as plan, organize and monitor staff schedules, work shifts, absence, days-off and leave to ensure continuity of operations in coordination with Business Units (Hospitals and Primary Healthcare Centres) Administration.
- Perform other duties related to the job as assigned by the Direct Manager.
Job Details
| Posted Date: | 2018-10-21 |
| Job Location: | Al Kuwait, Kuwait |
| Job Role: | Customer Service and Call Center |
| Company Industry: | Medical/Hospital |
Preferred Candidate
| Career Level: | Mid Career |
| Degree: | Bachelor's degree |
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Jobs in Kuwait - career in Kuwait - vacancies in Kuwait-Supervisor – Customer Service - Health Assurance Hospitals Company- DHAMAN-Jobs in Kuwait - career in Kuwait - vacancies in Kuwait
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