Location: Addis Ababa, Ethiopia
Organization: Washington HealthCare Plc (WHC)
Deadline: September 30, 2026
The Customer Service Manager leads the hospital’s customer service and patient-experience strategy. The role ensures that patients, families, corporate clients, and other customers receive timely, respectful, professional, and patient-centered service at every point of contact.
The Manager oversees patient relations, feedback and complaints, service recovery, satisfaction measurement, customer communications, frontline service standards, and continuous improvement. Working closely with clinical and administrative departments, the position identifies service gaps, improves the patient journey, and promotes a customer-centered culture throughout the organization.
* Develop and implement the annual customer service and patient-experience strategy.
* Establish policies, procedures, service standards, work plans, budgets, performance indicators, and service-level expectations.
* Lead initiatives that improve satisfaction, loyalty, retention, referrals, and the hospital’s reputation.
* Monitor performance and coordinate corrective and preventive actions.
* Support quality assurance, accreditation, patient safety, and service-excellence initiatives.
* Monitor the patient journey—from appointment scheduling and registration through treatment, billing, discharge, and follow-up.
* Identify and address delays, communication gaps, access barriers, and service coordination issues.
* Collaborate with departments to improve patient flow, waiting times, responsiveness, privacy, comfort, and communication.
* Ensure patients and families receive clear information and appropriate assistance throughout their care.
* Conduct service observations and audits to identify and correct performance gaps.
* Manage systems for receiving, documenting, investigating, resolving, escalating, and reporting customer feedback and complaints.
* Ensure complaints are acknowledged and resolved promptly, respectfully, confidentially, and within established standards.
* Coordinate investigations with relevant clinical and administrative departments.
* Escalate serious, sensitive, high-risk, or unresolved cases to senior management.
* Analyze complaint trends and root causes and recommend actions to prevent recurrence.
* Establish service-recovery procedures that restore customer confidence following service failures.
* Guide frontline staff in handling difficult, dissatisfied, or emotionally distressed customers.
* Develop and manage digital and physical patient-satisfaction and feedback systems.
* Monitor customer-service indicators, including satisfaction, complaints, compliments, waiting times, and service-recovery outcomes.
* Maintain dashboards and prepare regular departmental and executive reports.
* Translate customer data into practical, evidence-based improvement recommendations.
* Track improvement plans and evaluate their impact on customer experience.
* Work with reception, appointments, call center, registration, billing, insurance, pharmacy, laboratory, radiology, and other customer-facing units to improve service quality.
* Ensure customers receive accurate, consistent, timely, culturally appropriate, and easy-to-understand information.
* Develop customer communication guidelines, service scripts, patient information materials, and related procedures.
* Support communication and service coordination for international patients when required.
* Ensure adequate customer-service coverage at key service points.
* Develop and coordinate employee training in communication, empathy, professional conduct, complaint handling, conflict resolution, and service recovery.
* Orient new employees to the hospital’s customer-service standards.
* Coach frontline staff and arrange refresher training based on performance gaps and customer feedback.
* Work with Human Resources to incorporate customer-service competencies into staff-development and performance-management programs.
* Promote empathy, professionalism, accountability, teamwork, and patient-centered behavior.
Support the development and effective use of customer relationship management systems.
* Maintain appropriate records of inquiries, feedback, complaints, and service-recovery actions.
* Develop initiatives to strengthen relationships with patients, families, corporate clients, insurers, and other stakeholders.
* Collaborate with Marketing and Business Development to ensure customer insights inform organizational strategies and new services.
* Lead, coach, supervise, and evaluate Customer Service, Patient Relations, and other assigned staff.
* Set departmental and individual objectives, responsibilities, performance targets, and development plans.
* Ensure adequate staffing and effective deployment of customer-service personnel.
* Collaborate with clinical and non-clinical departments to resolve concerns and improve service delivery.
* Participate in multidisciplinary meetings, hospital committees, strategic planning, service launches, expansion projects, and organizational-development initiatives.
* Promote shared accountability for the customer experience across the hospital.
* Ensure customer-service activities comply with applicable laws, healthcare regulations, ethical standards, and organizational policies.
* Protect patient rights, dignity, privacy, confidentiality, and personal information.
* Ensure sensitive cases are handled professionally and securely.
* Perform other related duties assigned by the Chief Operating Officer or Director of Business Development and Partnerships.
* Bachelor’s degree in Business Administration, Marketing, Customer Service Management, Healthcare Management, Public Relations, Communications, Hospitality Management, or a related field.
* At least seven years of progressive experience in customer service, patient relations, hospitality, healthcare administration, or a related area, including a minimum of two years in a managerial or supervisory role.
* Experience in a hospital, healthcare organization, insurance company, pharmaceutical company, or related industry is strongly preferred.
* Professional certification in customer experience, customer relationship management, healthcare management, service quality, or a related field is an advantage.
* Strong knowledge of customer service, patient experience, complaint management, service recovery, and conflict resolution.
* Sound understanding of hospital operations, patient-care processes, satisfaction measurement, and service-quality improvement.
* Excellent communication, listening, interpersonal, empathy, negotiation, and problem-solving skills.
* Ability to manage difficult and sensitive situations calmly, professionally, and confidentially.
* Strong analytical and reporting skills, with the ability to convert customer feedback into measurable improvements.
* Proven leadership, coaching, team-management, organizational, and time-management abilities.
* Ability to collaborate effectively with clinical and non-clinical teams and manage multiple priorities under pressure.
* Proficiency in Microsoft Office and customer relationship management systems; familiarity with patient-feedback platforms is an advantage.
* High integrity, professionalism, patience, business acumen, customer focus, and commitment to patient-centered care and service excellence.
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