Patient Service Supervisor

ResponsibilitiesOperations & Performance Management: Monitor departmental operations, track performance indicators, prepare reports, and recommend corrective actions or improvements when necessary.Team Management: Plan duty rosters, allocate staff across counters and work areas, arrange leave schedules, motivate team members, and conduct periodic performance evaluations.Policies & Procedures Compliance: Ensure team members are regularly updated on and comply with hospital policies and procedures, including employee conduct, customer service, billing, and promotion policies.Admission, Discharge & HIS Management: Monitor admission/refusal, OPD visits, IPD deposits and top-ups, and ensure discharged patients are promptly updated in the HIS.Insurance & Billing Management: Ensure efficient and timely processing of direct billing and insurance documents; closely monitor personal and insurance debts, deposits, refunds, and related financial procedures.Customer Service Management: Monitor customer service standards, professionally handle requests and complaints, and continuously identify opportunities to improve customer experience and satisfaction.VIP Customer Care: Coordinate with relevant departments to ensure appropriate and high-quality service for VIP customers.Leadership & Collaboration: Build effective working relationships within the team and across departments, while leading and motivating staff to achieve optimal performance.Other Responsibilities: Perform other duties assigned by the direct supervisor to ensure smooth and continuous departmental and hospital operations.RequirementsBachelor’s degree in Hospitality Management, Business Administration, or a related field.Minimum 3 years of experience in Customer Service, preferably in healthcare; experience in the hospitality industry is an advantage.Good command of English across all four skills: listening, speaking, reading, and writing.Strong customer service orientation with a passion for delivering excellent customer experiences.Strong communication, problem-solving, and complaint-handling skills, including the ability to manage difficult customers professionally.Friendly, patient, responsible, and team-oriented.Good computer skills and proficiency in common office applications.Good critical thinking and situation-handling skills.Good understanding of AIH services and packages, with the ability to provide accurate consultation to customers.