Customer Service Supervisor

Lead and support the Front Office team to ensure smooth patient experience, front desk operations, and coordination between reception, administrative processes. The CS Supervisor also ensures service quality, team performance, and consistent implementation of clinic procedures.

1. Team Leadership & Coordination

• Supervise daily FO operations to ensure smooth patient flow and front desk service
• Assign tasks, manage shift schedules, and monitor team attendance/performance
• Serve as the escalation point for complex patient issues or complaints
• Train new FO team members and provide ongoing coaching on service standards and procedures

2. Patient Service Excellence

• Ensure all patients are greeted professionally and guided clearly through each step of the clinic visit
• Oversee appointment management, rescheduling, and patient reminders
• Support team in resolving inquiries and maintaining a high level of patient satisfaction

3. Data & Process Oversight

• Ensure accuracy in patient information (personal, medical, financial) entered into the clinic system
• Oversee coordination between reception, consultation rooms, and therapy areas
• Support internal documentation consistency (consent forms, treatment records, insurance docs)

4. Billing & Insurance Monitoring

• Supervise payment processing (cash, card, direct/indirect insurance) and daily invoice tracking
• Support FO team in clarifying insurance claim processes for patients
• Ensure daily reconciliation of payment records and report to accounting if required

5. Operational & Event Support

• Monitor and report front office supplies and station readiness
• Support planning and logistics for patient events, wellness talks, and internal training
• Collaborate with other departments to improve patient flow, space usage, and service delivery

This position will report to line Manager.

Skills and Qualifications:

• Fluency in spoken and written English.
• Professional demeanor and the ability to exercise courtesy and maintain gracious manner with all patients.
• Hard-working and attentive attitude.
• Be able to multi task, willing to learn more about medical and wellness field.
• Be positive and can-do attitude.
• High fluency in spoken and written English.
• Professional demeanor and the ability to exercise courtesy and maintain gracious manner with all patients.
• Hard-working and attentive attitude.
• Multi-tasks execution ability.

Willing to learn more about medical terms