Customer Services Director

DUTIES AND RESPONSIBILITIES:

• Improving customer service experience, creating engaged customers, and facilitating organic growth.
• Taking ownership of customers' issues and following problems through to resolution.
• Setting a clear mission and deploying strategies focused towards that mission.
• Develop and implement customer service policies and procedures to enhance patient and employee experience and satisfaction.
• Keep accurate records and document customer service actions and discussions.
• Analyze statistics and compile accurate reports.
• Coordinate with department heads / HODs to ensure seamless service delivery that meets patients' and stakeholders' needs and expectations.
• Monitor and evaluate staff performance, provide training and development opportunities, and address performance issues.
• Collaborate with clinical and administrative professionals to carry out patient-centered care initiatives to enhance the general experience.
• Keen and updated on industry trends, best practices, and new methods related to customer services in the healthcare setting.