Customer Service Manager

About the role

We are seeking a proactive Customer Service Manager to lead and develop our Customer Service Department, shaping the patient experience across the hospital. The role focuses on building systems, standards and team capability to prevent service failures and deliver consistent, respectful, patient‑centered care.

Key responsibilities

• Lead, develop and supervise the customer service team, establishing clear workflows, goals and KPIs.
• Design and implement the hospital’s patient experience strategy and continuous improvement plans.
• Create and maintain SOPs, service standards and escalation procedures.
• Optimize the full patient journey from first contact to discharge, managing queues and appointment scheduling to reduce waiting times and no‑shows.
• Coordinate with reception, OPD, diagnostics, pharmacy and billing to eliminate delays and communication gaps.
• Collaborate with Finance to provide patients clear cost estimates and billing explanations.
• Train patient‑facing staff in communication, empathy, telephone etiquette and service recovery.
• Promote patient rights, confidentiality and the Ministry of Health’s Compassionate, Respectful and Caring (CRC) approach.
• Collect and analyse patient feedback via surveys, calls and digital channels (e.g., Telegram).
• Introduce and manage CRM, call‑center, appointment and queue tools together with IT.
• Prepare dashboards and reports for management and lead data‑driven improvement projects.

Required profile

• Degree in Medicine (MD), Health Officer, Nursing (BSc) or Public Health; General Practitioner background preferred.
• Master’s in Hospital/Healthcare Administration or MBA is an advantage.
• Minimum 4–5 years of relevant experience, including at least 2 years in a supervisory/management role.
• Proven experience developing SOPs, service standards, KPIs or patient‑flow improvements.
• Fluent in English and Amharic (spoken and written); additional languages a plus.

Required skills

• Strong leadership, coaching and team‑building abilities.
• System‑oriented problem solving and root‑cause analysis.
• Analytical skills with experience using dashboards and reports.
• Excellent communication with doctors, nurses and senior management.
• Ability to lead change across multiple departments.
• Good computer skills, including hospital information systems, CRM and appointment systems.