Developing and reviewing policies, programs and procedures concerning customer
relations and goods and services provided
Control resources and utilise assets to achieve qualitative and quantitative targets
The CSM supervises the reception staff to ensure that all patient interactions, both in-
person and over the phone, are handled professionally and compassionately.
Collaborate with clinical staff to streamline patient check-in, appointment scheduling,
and follow-up processes, ensuring minimal wait times and a smooth patient journey.
Organize and deliver ongoing training programs for receptionists and administrative
staff to enhance their communication skills, empathy, and overall service delivery.
Regularly assess staff performance, providing constructive feedback and support to
ensure high standards of customer service are consistently met.
Act as a liaison between administrative, clinical, and management teams to ensure
smooth operations and consistent messaging across the practice.
Develop and manage patient satisfaction surveys to gather insights and implement
service enhancements based on patient feedback.
Identify and implement process improvements to enhance the efficiency and
effectiveness of patient service operations.
Generate regular reports on patient satisfaction, service quality, and staff
performance for the management team, highlighting areas of success and those
requiring attention.
relations and goods and services provided
Control resources and utilise assets to achieve qualitative and quantitative targets
The CSM supervises the reception staff to ensure that all patient interactions, both in-
person and over the phone, are handled professionally and compassionately.
Collaborate with clinical staff to streamline patient check-in, appointment scheduling,
and follow-up processes, ensuring minimal wait times and a smooth patient journey.
Organize and deliver ongoing training programs for receptionists and administrative
staff to enhance their communication skills, empathy, and overall service delivery.
Regularly assess staff performance, providing constructive feedback and support to
ensure high standards of customer service are consistently met.
Act as a liaison between administrative, clinical, and management teams to ensure
smooth operations and consistent messaging across the practice.
Develop and manage patient satisfaction surveys to gather insights and implement
service enhancements based on patient feedback.
Identify and implement process improvements to enhance the efficiency and
effectiveness of patient service operations.
Generate regular reports on patient satisfaction, service quality, and staff
performance for the management team, highlighting areas of success and those
requiring attention.
