Head of Customer Service

Job Detail

- Create and execute a patient-focused customer service strategy that fosters loyalty, trust, and high patient satisfaction. - Analyze the entire patient journey, from scheduling appointments to post-treatment follow-up, identifying pain points and areas for improvement. - Recruit, hire, train, and manage a dedicated customer service team, including front-desk and patient support staff, ensuring they embody empathy and professionalism in patient interactions. - Design and conduct training programs specific to dental care, emphasizing patient communication, understanding of dental procedures, and use of dental terminology. - Set and monitor quality standards, ensuring consistent patient-centered service, timely communication, and a positive environment in all patient interactions. - Track and evaluate team performance, providing feedback and coaching to continually improve service levels and patient satisfaction. - Implement and manage a Patient Relationship Management (PRM) system to document patient interactions, treatment history, and preferences, supporting personalized care. - Regularly measure patient satisfaction through feedback, surveys, and other metrics, using insights to drive service enhancements. - Supervise the handling of patient complaints, appointment requests, and inquiries, ensuring swift and compassionate resolution. - Collaborate with clinical, marketing, and operations teams to streamline patient experiences, coordinate care, and improve communication at every step.