For over a decade, Washington Healthcare has earned the trust of millions by delivering compassionate, high-quality care across Ethiopia.  

Now, in a bold stride toward redefining healthcare in the region, Washington Healthcare is proud to unveil its most ambitious venture yet: a state-of-the-art tertiary hospital that will redefine healthcare standards in the region. With 110 beds, Ethiopia’s first PET scan machine, and the first privately operated LINAC machine for advanced cancer treatment, this facility will set a new benchmark in medical innovation. 

Even more , the hospital will be managed and operated by the world-renowned Apollo Hospitals Enterprise Group ,an Indian multinational healthcare group headquartered in India. It is the largest private hospital network in India, with a network of 71 owned and managed hospitals.  . 

This new facility will be more than just a hospital; it will be a center of excellence, hope, and innovation. Powered by Apollo’s international expertise and Washington Healthcare unwavering local commitment, the hospital is set to raise the bar for tertiary care in Ethiopia—ushering in a new era where advanced medical technology meets heartfelt, patient-centered care. 

Customer Service Manager

Designation: Customer Service Manager

Reports to: Hospital Administrator / Operations Manager

Salary & Benefits: Negotiable and Attractive   

Number of people required : 2

The Customer Service Manager will be responsible for overseeing all aspects of patient and visitor experience, ensuring high-quality service, addressing concerns, and fostering a patient-friendly environment. This role involves leading the customer service team, implementing service standards, and continuously improving patient satisfaction.

Duties & Responsibilities:

• Operational Duties:

• Develop and implement customer service policies, procedures, and standards for all patient touchpoints.

• Lead, train, and mentor the customer service team (e.g., receptionists, patient navigators) to deliver exceptional service.

• Handle and resolve complex patient complaints and grievances promptly and effectively, escalating when necessary.

• Monitor patient feedback channels (e.g., surveys, suggestion boxes) and analyze data to identify areas for improvement.

• Develop and maintain a patient-centric culture throughout the hospital.

• Ensure clear and consistent communication with patients regarding hospital services, policies, and wait times.

• Administrative Duties:

• Develop and manage the customer service department budget.

• Prepare reports on customer satisfaction metrics and service performance.

• Collaborate with various departments (e.g., clinical, billing, admissions) to streamline processes and improve the patient journey.

• Educational Duties:

• Conduct regular training sessions for all hospital staff on customer service best practices, empathy, and effective communication.

• Promote a culture of continuous learning and service excellence within the team.

Job Requirements

Minimum Requirements

• Bachelor's degree in Business Administration, Healthcare Management, Communications, Nursing ,Midwiferyor a related field.

• Minimum of 3 years of experience in customer service management, 

• Proven track record of improving customer satisfaction.

• Exceptional interpersonal, communication, and conflict resolution skills.

• Strong leadership and team management abilities.

• Proficiency in Amharic and English; knowledge of other local languages is a plus

How to Apply

Interested Candidats can apply through THIS LINK website, click “Apply Now” and submite your CV