Deputy Manager, Customer Care

Job description

US-Bangla Medical College Hospital. is hiring a Deputy Manager / Assistant Manager – Customer Care (Narayanganj (Rupganj)). Number of vacancies: 5. See the responsibilities and requirements below for what the employer is looking for.

Responsibilities

• Lead, supervise, and coordinate the overall operations of the Customer Care Department to ensure efficient and patient-focused service delivery.
• Establish and maintain high standards of patient satisfaction, service quality, and professional conduct across all patient touchpoints.
• Oversee patient reception, information services, appointment coordination, help desks, and other customer-facing activities.
• Address patient complaints, grievances, and feedback promptly, professionally, and effectively, ensuring appropriate follow-up and resolution.
• Coordinate with clinical and non-clinical departments, including doctors, nursing, admission, billing, diagnostics, pharmacy, and hospital administration, to facilitate seamless patient services.
• Develop, implement, and monitor departmental policies, Standard Operating Procedures (SOPs), and service quality improvement initiatives.
• Analyze patient feedback, complaint trends, satisfaction indicators, and service performance data to identify improvement opportunities.
• Ensure strict adherence to patient confidentiality, ethical standards, organizational policies, and applicable healthcare regulations.
• Prepare periodic departmental reports, operational updates, and recommendations for senior management.
• Drive continuous improvement initiatives to enhance the hospital's reputation, patient loyalty, and overall service experience.

Requirements

• Bachelor’s / Master’s degree in a relevant discipline from a recognized institution.
• Professional training or certification in customer relationship management, patient experience, or healthcare administration will be an added advantage.
• 5 to 8 years
• The applicants should have experience in the following business area(s): Hospital, Diagnostic Centre
• Only Male
• Strong leadership, team management, and interpersonal communication skills.
• Excellent patient relationship management and complaint-resolution capabilities.
• Sound understanding of hospital operations and patient service workflows.
• Strong analytical, organizational, and decision-making abilities.
• Proficiency in Microsoft Office and Hospital Information Systems (HIS/HMS).
• Ability to manage competing priorities, work under pressure, and maintain composure in challenging situations.
• A professional attitude, service-oriented mindset, and commitment to patient confidentiality and ethical practice.