CUSTOMER SERVICE MANAGER – JOB DESCRIPTION.

 Greet patients, welcome, engage and orient them to the clinic in the best way possible
 Offer tea to patients as they await to see the doctor.
 Allocate patients to clinics as they come in.
 Engaging patients during their stay in the clinic
 Obtain record and register patient’s information to the online platform.
 Verify Insurance details for patients, guide them through proper claim form filling.
 Communicate with customers via phone, email, or letter -Address queries and complaints
from existing and potential clients.
 Investigate customer’s problems and find solutions -respond and screen correspondence
emails for patientcare@astradental.co.ke and custormercare@astradental.co.ke.
 Utilize social media to respond to customer complaints and praise.
 Queuing patients to their respective doctors.
 Compile and print reports on overall customer satisfaction.
 Keep Track of appointment schedules and confirm patient’s appointments.
 Follow up activation i.e., activation of patients seen during outreaches.
 Follow up on approvals from insurances.
 Answer telephone calls and direct them appropriately. Checks all missed calls/SMS
follow up.
 Scanning and attaching patients documents to patient files, claim pre-auth and approvals.
 Manages the customer service operations which deals directly with customers and is the
first point of contact -overseeing smooth running of the customer service.
 Talk to patient about our home visits services.
 Oversee product exchanges and returns such as dispatch of lab work to the respective
labs.
 Consulting the doctors regarding patients’ appointments
 Work with management on customer service initiatives
 Isolate and identify areas of improvement.
 Train receptionists on how to adequately address problem over the phone or how to write.
correspondence.
 Keep abreast of new company product and services.
 Oversees cross functional work areas targeted to resolve issues raised by customers -Ask
customers to provide feedback on customer service experience.
 Develops tracks and reports key performance measurement for the unit.
 Develops & implements process and procedures to improve operational efficiency.”
 Escalate any incidence that you are unable to tackle to the management regardless of
whether small or big.
 Updating the front office protocol.
 Any other duties as assigned by your supervisor.

I have read and understood my Job Description

Signed ……………………………………………………(Employee) Date
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Signed …………………………………………………….(Employer)
Date………………………….

CUSTOMERCARE KPA’S AND KPIS.

Here are 10 Key Performance Areas (KPAs) with the corresponding Key Performance Indicators
(KPIs) derived from the main numbered policies:
1. Policy: Patient-Centric Approach
KPA: Active Listening
 KPI: Percentage of patients who report feeling heard and understood during their
appointments, measured through patient satisfaction surveys.
2. Policy: Service Excellence
KPA: Service Consistency
 KPI: Rate of adherence to established service protocols and standards, measured through
random service quality audits.
3. Policy: Transparent Communication
KPA: Information Accuracy
 KPI: Number of inaccuracies reported in patient information and communication
materials per month.
4. Policy: Inclusive Environment
KPA: Special Needs Accommodation
 KPI: Number of accommodations made for patients with special needs and their rate of
satisfaction with the accommodations provided.
5. Policy: Health and Safety
KPA: Equipment Maintenance
 KPI: Number of equipment malfunctions reported and the average downtime due to
equipment maintenance issues.
6. Policy: Emergency and Walk-in Patients
KPA: Resource Allocation
 KPI: Percentage of resources adequately allocated to handle walk-in patients and
emergencies, measured against the total available resources.
7. Policy: Handling Complaints
KPA: Complaint Resolution
 KPI: Average time taken to resolve complaints and the rate of satisfactory resolutions, as
reported by patients.
8. Policy: Patient Loyalty
KPA: Loyalty Program
 KPI: Rate of patient enrollment in the loyalty program and frequency of utilization of
loyalty benefits.
9. Policy: Cashiering
KPA: Payment Confirmation
 KPI: Rate of accurate and timely payment confirmations sent to patients post-transaction.

10. Policy: Managing the Waiting Area

KPA: Child-Friendly Space
 KPI: Number of positive and negative feedback received regarding the child-friendly
space in the waiting area.
Additional KPA for Overall Performance Evaluation:
 Customer Satisfaction:

 Measurement of customer satisfaction levels related to complaint handling and

resolution.
 Resolution Timeframe:
 Evaluation of the time taken to resolve complaints from the time of receipt.
 Innovation and Improvement:
 Introduction of innovative solutions and continual improvement in complaint
management processes.