Assistant Manager (Customer Care or Admin)

Job Description

Title: Assistant Manager (Customer Care or Admin)

Company Name: Aalok Healthcare & Hospital

Vacancy: 4

Age: Na

Job Location: Dhaka (Mirpur)

Salary: --

Experience:

• 3 to 5 years
• The applicants should have experience in the following business area(s): Hospital, Physiotherapy center, Diagnostic Centre, Chamber

• Masters

• 3 to 5 years
• The applicants should have experience in the following business area(s): Hospital, Physiotherapy center, Diagnostic Centre, Chamber

• Only Male

• 3 to 5 years working Experience in a reputed hospital is preferred

Shift Management and Operational Leadership (24/7)

Shift Supervision: Serve as the designated managerial point of contact during the assigned shift (Day/Evening/Night), overseeing all customer care activities, including reception, billing, appointment desk, and call center.

Roster Management: Ensure optimal staffing levels during night and weekend shifts by strictly managing and adhering to the rotating duty roster.

Cross-Departmental Coordination: Act as the liaison between the Customer Care team and clinical/administrative departments (e.g., Medical Officers, Nurses, Admissions, Billing) to resolve immediate operational issues during off-hours.

Incident Management: Take immediate ownership of any major service disruption, patient/attendant misconduct, or emergency situation related to customer services, following established hospital protocols.

Patient Experience and Complaint Resolution

Complaint Escalation: Handle and resolve all escalated patient and attendant complaints, grievances, and disputes that cannot be addressed by frontline staff, especially during night shifts.

Service Quality: Monitor service delivery to ensure all communication, check-in, billing, and patient guidance adhere to Aalok Healthcare & Hospital's high standards of quality and empathy.

Feedback Management: Capture, document, and report service feedback (both positive and negative) from patients/families during the shift and initiate service recovery measures immediately.

Team Management and Development

Coaching and Mentoring: Provide real-time coaching and support to Customer Care Executives/Officers during the shift to enhance their problem-solving and communication skills, particularly when dealing with distressed patients or families.

Performance Monitoring: Monitor team performance metrics (e.g., response time, resolution rate, patient satisfaction scores) during the shift and provide daily performance feedback to the Manager.

Training: Assist in the induction and continuous training of new staff, particularly focusing on night and emergency protocols.

Administrative and Financial Control

Billing & Cash Control: Oversee cash handling, billing accuracy, and payment verification during the shift, especially for emergency and night admissions.

Reporting: Prepare accurate end-of-shift reports detailing operational issues, critical incidents, complaint status, and financial summaries.

Documentation: Ensure all patient records, consent forms, and departmental logs are completed accurately and filed according to hospital policy. Always liaise with higher management as superiors supervisor and ready to do any assign talk from Management.

• Provident fund
• Salary Review: Yearly
• Festival Bonus: 2

As per Hospital policy.