Deskripsi Pekerjaan
Join our dynamic team as a Reviews Team Lead and become a pivotal force in shaping exceptional patient experiences. In this leadership role, you'll spearhead our patient review initiatives, ensuring every voice is heard and addressed with excellence. You'll oversee a dedicated team of specialists, manage complex escalations from multiple review platforms, and transform customer feedback into actionable insights. By meticulously monitoring and analyzing review trends, you'll drive strategic improvements to enhance patient satisfaction and loyalty. This position offers the opportunity to develop your leadership skills while making a tangible impact on our service quality standards.
Tanggung Jawab
- Lead, mentor, and manage a team of review specialists to ensure high-quality response standards
- Handle and resolve escalated reviews across multiple platforms with empathy and efficiency
- Monitor review platforms proactively to identify emerging trends and critical issues
- Analyze patient feedback data to generate actionable insights for service improvements
- Develop and implement strategies to enhance patient experience based on review analysis
- Collaborate with cross-functional teams to address systemic issues flagged in reviews
- Generate performance reports on review metrics and team KPIs for stakeholders
Kualifikasi
- Minimum 3 years of experience in customer service or reviews management with team leadership exposure
- Strong analytical skills with ability to interpret qualitative data and identify trends
- Exceptional communication and conflict resolution abilities for handling sensitive escalations
- Proficiency in review management tools (e.g., Trustpilot, Google Reviews) and CRM systems
- Proven track record in developing process improvements based on customer feedback
- Bachelor's degree in Business, Healthcare Administration, or related field preferred
- Experience in healthcare or patient-facing industries highly advantageous