Customer Relations Supervisor

The Customer Relations Supervisor is responsible for planning, implementing, and overseeing programs that enhance customer satisfaction, customer experience, and service excellence. The role ensures that customer concerns, feedback, and complaints are managed promptly and professionally while promoting a customer-centered culture throughout the organization.

Key Duties and Responsibilities

Customer Experience Management

• Develop and implement customer service strategies to improve patient satisfaction.
• Monitor and evaluate customer experience and customer satisfaction metrics.
• Ensure consistent delivery of excellent customer service across all departments.
• Recommend process improvements based on feedback and survey results.

Complaint and Feedback Management

• Receive, investigate, and resolve customer and family complaints in a timely manner.
• Coordinate with department heads to address service issues and implement corrective actions.
• Maintain a complaint management database and prepare trend analyses.
• Ensure compliance with hospital policies and regulatory requirements related to customer relations.

Patient Satisfaction Programs

• Administer customer satisfaction surveys and analyze results.
• Develop action plans to improve satisfaction scores.
• Coordinate patient engagement and recognition initiatives.

Service Excellence

• Lead company-wide customer service improvement initiatives.
• Develop and monitor customer service standards.
• Promote a culture of empathy, compassion, and professionalism.

Staff Training and Development

• Conduct customer service training and orientation for employees.
• Coach department managers on handling difficult customer situations.
• Promote effective communication and conflict resolution skills.

Collaboration

• Participate in quality improvement and customer safety committees.
• Coordinate with Risk Management regarding customer-related concerns.

Reporting

• Prepare monthly and quarterly customer relations reports.
• Monitor key performance indicators (KPIs), including patient satisfaction, complaint resolution time, and service recovery outcomes.
• Present recommendations to senior management.

Compliance

• Ensure compliance with accreditation standards related to customer rights and customer service.
• Maintain confidentiality of customer information in accordance with applicable privacy regulations and l policies.

Education

• Bachelor's degree in Business Administration, Healthcare Administration, Nursing, Hospitality Management, Psychology, Public Administration, Communications, or a related field.
• Master's degree in Healthcare Administration (MHA), Business Administration (MBA), or a related field is an advantage.

Experience

• Minimum of 3–5 years of experience in customer service, and hospitality, or a related field.
• At least 2 years of supervisory or managerial experience is preferred.
• Experience in a hotel or any high customer servicing industry is an advantage.