The person will be located at our New Mowaat Hospital Salmiya
JOB SUMMARY
The Manager-Customer Services oversees the management of Front Desk, Call Center, Patient Relations, Security and Housekeeping. He/ She is responsible for monitoring and ensuring patient satisfaction with the services provided; identifies and resolves patient and family member concerns and problems.
DUTIES & RESPONSIBILITIES
Operational Duties
1. Collects data and information about patient care concerns, needs and problems and implement appropriate corrective actions.
2. Analyses statistics or other data to determine the level of Hospital's customer service.
3. Reviews customer business processes continuously, suggests and implements improvements.
4. Prepares reports and analyses highlighting progress, adverse trends and suggests appropriate recommendations/ conclusions.
5. Responds to customer requests and questions regarding services, products and account information.
6. Analyzes and rectifies customer concerns using established procedures.
7. Perceives and interprets patient needs and translates them into effective solutions.
8. Responds to the needs of the patients by ensuring immediate action.
9. Develops the departmental budget and contributes to fiscal planning.
10. Refers complaints of a serious nature to Complaints Review Committee / Quality Control section and follow up their analysis.
Managerial Function
11. Ensures that the Department functions smoothly and in compliance with JCIA standards.
12. Oversees and evaluates the safety, efficiency, and effectiveness of security arrangements in the Hospital.
13. Supports employee involvement in decision making and problem solving, and facilitates dialogue between patients, physicians, nurses and administrative managers to resolve patient complaints and problems
14. Initiates and recommends policies & procedures necessary to achieve Hospital objectives. Ensures maximum utilization of existing resources.
15. Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes.
General Duties
16. Initiates steps to improve the departmental functioning.
17. Develops policies and procedures to promote establishment and maintenance of meaningful communications between patients, families and staff.
18. Attends meetings and participates on committees as required.
19. Enhances professional growth and development through participation in educational programs, current literature, trainings, in-service meetings and workshops
20. Participates in seminars, workshops and professional affiliations to stay abreast of the latest trends in the field of expertise.
21. Attends meetings as required.
22. Performs other related duties as assigned or requested.
Job Details
| Date Posted: | 2013-06-24 |
| Job Location: | Kuwait |
| Job Role: | Customer Service |
| Company Industry: | Medical/Hospital; Customer Service |
Preferred Candidate
| Career Level: | Mid Career |
| Degree: | Bachelor's degree / higher diploma |
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