Job Description
The Operations Supervisor – Patient Experience is responsible for overseeing the daily operations of the Patient Experience team, ensuring seamless delivery of patient support across phone, email, live chat/messaging, and other communication channels. This role provides leadership, manages escalations, ensures compliance with service standards, and drives continuous improvement initiatives. The Operations Supervisor plays a key role in aligning patient experience operations with organisational goals, enhancing patient satisfaction, and supporting business growth.
Essential duties
Operational Oversight
Supervise and coordinate the activities of Patient Experience Team.
Ensure service levels, KPIs, and SLAs are consistently achieved across all communication channels.
Monitor daily workflows, allocate resources, and adjust priorities to meet patient needs.
Team Leadership & Development
Provide coaching, mentoring, and perf...