Deputy Manager / Assistant Manager – Customer Care

Job Description

Title: Deputy Manager / Assistant Manager – Customer Care

Company Name: US-Bangla Medical College Hospital.

Vacancy: 05

Age: Na

Job Location: Narayanganj (Rupganj)

Salary: Negotiable

Experience:

• 5 to 8 years
• The applicants should have experience in the following business area(s): Hospital, Diagnostic Centre

• 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.

• 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.