Job Description

• Responsible for leading the "Guest Services, Call Center and VIP coordination" team to exceed the expected levels of performance
• Ensures that all agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) defined for the clients, are met, or exceeded.
• Performs the root cause analysis for non-achievement of SLAs. KPIs to develop and to execute remedial solutions.
• Manages all operations staff and ensures that they are adequately trained and equipped to deliver client service.
• Reviews and analyzes performance reports against targets with team leaders.
• Manages performance of individuals and teams through effective performance management techniques, career planning strategies and sharing of best practices.
• Mentors and ensures smooth induction of new hires in the process.
• Works closely with HR to ensure high employee morale and retention initiatives
• Exemplifies the company's vision, mission, and values.
• Monitor the patient experience levels and work with clinical and non-clinical teams to improve the experience.
• Communicates effectively with other departments, business units and management.
• To maintain and to ensure patient & employee confidentially.
• Ensures compliance with policies and procedure.

Sets an example of best working practices for all employees



• Responsible for leading the "Guest Services, Call Center and VIP coordination" team to exceed the expected levels of performance
• Ensures that all agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) defined for the clients, are met, or exceeded.
• Performs the root cause analysis for non-achievement of SLAs. KPIs to develop and to execute remedial solutions.
• Manages all operations staff and ensures that they are adequately trained and equipped to deliver client service.
• Reviews and analyzes performance reports against targets with team leaders.
• Manages performance of individuals and teams through effective performance management techniques, career planning strategies and sharing of best practices.
• Mentors and ensures smooth induction of new hires in the process.
• Works closely with HR to ensure high employee morale and retention initiatives
• Exemplifies the company's vision, mission, and values.
• Monitor the patient experience levels and work with clinical and non-clinical teams to improve the experience.
• Communicates effectively with other departments, business units and management.
• To maintain and to ensure patient & employee confidentially.
• Ensures compliance with policies and procedure.

Sets an example of best working practices for all employees



Bachelor's degree/ Masters (preferred) in relative field


Minimum 10 years' experience in a hospital/medical center and


in a similar role.


• Technical and Functional Expertise
• Understanding the Business
• Strong analytical and problem-solving skills.