Patient Relations Supervisor – Healthcare

About the role

The Patient Relations Supervisor leads the Patient Relations Executives (PREs) and supports the call centre to ensure seamless patient interactions across the clinic. This role focuses on maintaining service excellence, gathering patient feedback, and driving continuous improvement in the patient experience.

Key responsibilities

• Supervise daily activities of the PREs team and act as floor supervisor to optimise time management and service quality.
• Monitor performance, update the Patient Experience Manager on concerns, and propose corrective actions.
• Organise and assign projects and tasks based on clinic and patient needs.
• Collect and analyse patient satisfaction surveys, produce monthly reports and present findings to senior management.
• Ensure conversion of enquiries into services to meet business targets.
• Prepare monthly rosters, identify training needs and support staff development.
• Assist with the implementation of new technologies, systems and tools that enhance patient experience.
• Produce statistical reports and support decision‑making for the unit.

Required profile

• Bachelor’s degree; a degree in business administration or management is desirable.
• Significant experience managing a team of administrators in a customer‑care or booking environment.
• Demonstrated commercial awareness and strong analytical ability.

Required skills

• Excellent IT proficiency.