Ensure that the Customer Service staff (Officers & Receptionists) deliver an excellent customer service in line with available communication frameworks, flowcharts, and checklists.
Provide guidance and assistance to the front office staff and ensure they understand their job roles and tasks and the level of standards required to adhere to.
Monitor Customer Service front office staff?s demeanour, technical accuracy & conformity to the Primary Healthcare Centre and Customer Service policies and procedures.
Ensure that Customer Service staff adhere to patient privacy policy and maintain a friendly and professional working atmosphere.
Monitor and review patient appointments, insurance claims (if required) and guest patients? records.
Ensure customers? requests, inquiries and concerns are addressed and completed in a timely and efficient manner.
Ensure complaints received through the Customer Service front office are resolved in a timely manner within the stipulated timeline with high efficiency and effectiveness, in order to maintain customer satisfaction
