Manager of Customer / Patient Experience & Administration (Healthcare) - QHC000
Job Title: Manager of Customer / Patient Experience & Administration
Department: Sport Medicine Center
Reports To: Senior Sport Medicine Manager
Role Summary
The Customer / Patient Experience & Administration Manager is responsible for overseeing the end-to-end patient journey and all front-of-house and administrative operations across the healthcare organization.
The role ensures exceptional patient experience, efficient administrative processes, and seamless coordination between clinical and operational teams.
Reporting to the Senior Sport Medicine Manager, this position drives service excellence, operational efficiency, and patient-centered culture across registration, call centers, scheduling, billing support, and customer relations.
Key Responsibilities
1. Customer / Patient Experience Strategy
- Design and implement a customer /patient experience strategy aligned with organizational values and quality standards.
- Map and optimize the end-to-end customer / patient journey (access, appointment, arrival, clinical screening, treatment, discharge, and follow-up, and digital engagement).
- Lead customer /patient satisfaction improvement programs.
- Oversee customer/patient feedback systems, surveys, complaints, and resolution processes.
2.
