Supervise Patient Experience Specialists, providing coaching, mentoring, and performance feedback.
Allocate workloads and monitor service levels to ensure KPIs and SLAs are consistently met.
Foster a culture of empathy, professionalism, and patient-centric service.
Operational Management
Oversee inbound and outbound communications across phone, email, live chat/messaging, and ticketing systems.
Ensure accurate case management and timely resolution of patient inquiries and complaints.
Manage escalated issues and coordinate with clinical and operational teams for resolution.
Reporting & Analysis
Monitor team performance against KPIs and prepare regular reports for management.
Provide insights into patient satisfaction, complaint resolution, and service quality.
Recommend strategies to improve retention and loyalty.
Customer Experience & Relationship Management
Champion a customer-first culture, ensuring patient satisfaction is prioritised in every interaction.
Analyse feedback and service data to identify trends and implement improvements.
Build and maintain strong relationships with patients, suppliers, and internal stakeholders.
Process Improvement
Identify inefficiencies in workflows and recommend enhancements to improve patient experience.
Support implementation of new systems, tools, and processes to enhance service delivery.
Occupational Health & Safety and Environmental, InfoSec and QMS Awareness
Comply and understand the requirements and your responsibilities in relation to the companies Occupational Health, Safety and Environmental policy.
Responsible for ensuring the workplace is safe and any areas of concern are escalated to the OH&S representative within Canon immediately.
Contribute to Canon’s environmental strategy and objective.
Responsible for working within the OH&S and environmental guidelines and policies provided by Canon and Client
Responsible for supporting the company in ensuring a healthy and safe environment to work in.
Strict observance of the Information Security set of policies, which may include, but are not limited to, taking mandatory InfoSec courses, and preventing and reporting security events.
Responsible for following all controls in place to protect sensitive information.
Observe compliance to Canon's Quality policy and document management standards.
Qualifications
Bachelor’s degree in Nursing, Healthcare Administration, Business, or related field.
Minimum 4–5 years of experience in patient/customer service, with at least 2 years in a leadership role.
Strong background in managing omnichannel communications (phone, email, live chat/messaging).
Excellent communication, interpersonal, and conflict resolution skills.
Proficiency in Microsoft Office applications and CRM/ticketing systems.
Demonstrated ability to lead teams, manage performance, and drive continuous improvement.
