Customer Service Director

4 days ago

Thành phố Hồ Chí Minh, Vietnam TẬP ĐOÀN Y KHOA HOÀN MỸ Full time

Quay Lại Trang Tìm Kiếm 2 giờ trước

**CUSTOMER SERVICE DIRECTOR**:
Ứng tuyển ngay
Vị trí TP. HCMLương Thỏa thuậnCông ty Tập đoàn Y khoa Hoàn MỹPhòng ban OperationsLoại hình Full time**JOB SUMMARY**:
The Customer Service Director at Group Level for Hoan My Medical Corporation will be responsible for developing, implementing, and overseeing the strategic direction of customer service operations and customer experience (CX) across the entire network of Hoan My’s medical facilities. The role involves collaborating closely with senior leadership, department heads, and various operational teams at the group and hospital level to ensure a unified, high-quality service experience that aligns with the company’s mission and values. This role will emphasize the training and development of employees, ensuring that all team members are equipped with the necessary skills, knowledge, and mindset to deliver exceptional service.
This position is crucial in driving patient satisfaction, loyalty, and advocacy through a seamless and patient-centric approach across all touchpoints of the healthcare journey.

**JOB RESPONSIBILITIES**:
**1. Strategic Leadership & Vision**:

- Develop and execute the overall customer service and customer experience strategy for Hoan My Medical Corporation, ensuring it aligns with corporate goals and enhances patient satisfaction, driving repeat visits and royalty.
- Lead the design and continuous improvement of end-to-end patient journeys across all service touchpoints.
- Design and lead a comprehensive training strategy to ensure all staff are trained on the latest customer service best practices.
- Set clear training objectives and CX performance targets and KPIs, ensuring that the organization is meeting or exceeding expectations in all areas of patient engagement.
- Ensure all new hires receive a thorough customer service training program that includes customer interaction techniques, emotional intelligence, conflict resolution, and patient safety.
- Stay up to date on industry trends, emerging technologies, and patient care best practices to introduce innovations that enhance the patient experience.

**2. Cross-Functional Collaboration & Team Management**:

- Collaborate with department leaders and medical teams to implement and promote a unified customer experience strategy that spans all service areas, including medical services, administrative functions, and patient care services.
- Lead, mentor, and develop a high-performing customer service and experience team at the hospital and clinic level, ensuring that they are well-trained and empowered to meet service standards.
- Oversee training programs to build customer service capabilities among employees, ensuring a consistent and high-quality service experience across all facilities.

**3. Patient-Centered Culture & Advocacy**:

- Foster a patient-first culture across the organization, ensuring that every department recognizes the importance of patient experience in driving overall quality and reputation.
- Act as a patient advocate, ensuring patient feedback is actively sought, listened to, and acted upon to continuously improve the care experience.
- Manage patient satisfaction measurement programs and interpret data to identify areas for improvement or investment.

**4. Operational Excellence & Service Standards**:

- Develop and enforce policies, procedures, and standards that ensure consistent and exceptional service delivery across all Hoan My Medical Corporation facilities.
- Analyze and improve customer service workflows and processes, identifying inefficiencies and areas for streamlining.
- Ensure that all customer service and experience operations comply with regulatory and accreditation standards for healthcare facilities, including data privacy compliance.

**5. Customer Insights & Feedback Management**:

- Implement systems and processes for gathering patient feedback through surveys, focus groups, social media, and other channels.
- Lead efforts to analyze patient complaints, concerns, and compliments to identify trends and actionable insights for improvement, while cascading down to the front-line staffs.
- Track key metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Patient Satisfaction Index, and changes within RFM metrics to evaluate and optimize service quality.

**6. Technology & Digital Experience**:

- Collaborate with IT and digital teams to introduce and optimize digital tools and platforms (e.g., mobile apps, patient portals) that improve the customer experience.
- Leverage technology to enhance communication with patients (e.g., appointment reminders, virtual consultations, chatbots) while ensuring privacy and data protection.

**7. Crisis Management & Continuous Improvement**:

- Lead the resolution of high-priority or escalated patient complaints, ensuring timely and appropriate actions are taken to rectify situations and prevent recurrence.
- Develop and oversee continuous improvement i

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