PATIENT SERVICE SUPERVISOR

Key Responsibilities

• Lead, supervise, coach and develop the Patient Service Officer (Dental Call Centre) team.
• Enhance and ensure complete integration of booking and contact services across the GPA and Smilefocus clinics, such that patients service provision is seamless, streamlined, consistent and standardized, working closely with clinic managers, under direction of Assistant Head.
• Ensure professional, accurate and timely responses across all communication channels.
• Oversee appointment booking activities across all GPA Dental and Smilefocus clinics.
• Maintain a thorough understanding of clinic operations, practitioner schedules, treatment offerings and booking requirements.
• Coordinate closely with Clinic Managers and Deputy Clinic Managers to support clinic capacity and operational needs.
• Monitor service quality, response times, booking accuracy and patient satisfaction.
• Manage escalated patient enquiries, complaints and service recovery situations.
• Develop and maintain SOPs, training programmes, service protocols and quality standards.
• Conduct regular quality audits, coaching sessions and performance reviews.
• Identify and implement workflow, system and process improvements.

Qualifications & Experience

• Minimum 3-5 years of experience in healthcare administration, patient services, customer service or contact centre operations.
• Previous experience in a supervisory, team lead or coordinator role.
• Strong organisational, communication and stakeholder management skills.
• Experience with appointment scheduling, capacity management and service delivery.
• Proficiency in practice management systems and digital communication platforms.
• Dental, medical or private healthcare experience preferred.