Leadership & Team Management: Directly manage the customer service team, and receptionists, ensuring efficiency, professionalism, and consistent training.
Communication Channels Management: Ensure prompt, empathetic, and effective responses across all communication channels, including calls, WhatsApp, and social media.
Metrics & Reporting: Responsible for the management and improvement of all customer service and patient satisfaction metrics. Create detailed daily, weekly, monthly, and quarterly reports for the management team.
Quality Assurance & Auditing: Implement and oversee a robust QA program, conducting regular audits of customer service interactions and patient touchpoints.
Mystery Patient Program Management: Develop and continuously optimize the mystery patient program to evaluate and elevate the patient experience.
Feedback & Continuous Improvement: Actively collect, analyze, and act on patient feedback, driving process improvements, training initiatives, and ensuring overall patient satisfaction.
Loyalty & Retention: Develop and execute a patient loyalty program, while also formulating strategies to retain existing patients. Ensure these strategies are adaptive, effective, and align with the clinic's objectives.
Competitor Analysis: Conduct competitive analysis and benchmarking to identify industry best practices and opportunities for improvement, ensuring KLINIK remains at the forefront of patient service excellence.
Collaboration: Foster a collaborative environment, working closely with other departments to enhance the overall patient journey, addressing any gaps or areas of improvement.
Strategic Planning: Anticipate future needs of the patient experience, staying ahead of industry trends, and proactively integrating innovative solutions to continuously elevate patient satisfaction.
Job Details
| Posted Date: | 2023-10-18 |
| Job Location: | Kuwait - As Salimiyah |
| Job Role: | Customer Service and Call Center |
| Company Industry: | Medical Clinic |
Preferred Candidate
| Gender: | Female |
| Nationality: | Egypt; Jordan; Lebanon; Palestine; Syria |
| Degree: | Bachelor's degree |
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