Operations Supervisor

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 performance management to team members.

Conduct regular training sessions to enhance skills in communication, complaint resolution, and system use.

Foster a culture of accountability, empathy, and patient-centric service.

Customer Experience Management

Foster a customer-first culture, ensuring patient satisfaction is prioritised in every interaction.

Handle escalated cases and complex complaints, ensuring timely and professional resolution.

Analyse patient feedback and service data to identify trends and implement improvements.

Process Improvement

Identify inefficiencies in workflows and recommend enhancements to improve patient experience.

Support implementation of new systems, tools, and processes to enhance service delivery.

Reporting & Analysis

Prepare and present operational performance reports to senior management.

Track and analyse KPIs such as response times, resolution rates, and patient satisfaction scores.

Provide insights and recommendations for strategic decision-making.

Qualifications/Experience

Bachelor’s degree in nursing, Healthcare Administration, Business, or related field.

Minimum 5 years of experience in patient/customer service, with at least 3 - 4 years in a supervisory or leadership role.

Strong background in managing omnichannel communications (phone, email, live chat/messaging).

Excellent communication, interpersonal, and conflict resolution skills.

Demonstrated ability to coach, develop action plans, maximize performance, and provide effective feedback.

Proven ability to organize and prioritize projects in a fast-paced, deadline-oriented environment.

Proficiency in Microsoft Office applications and CRM/ticketing systems.

Knowledge of Philippine labour laws and DOLE regulations.

Strong analytical and strategic-thinking abilities.

Demonstrated ability to lead teams, manage performance, and drive continuous improvement.

Amenable to onsite work and flexible shifts.