Location: East Legon, Accra
Job Type: Full-Time
Industry: Healthcare / Diagnostics
Reporting To: Executive Director
Job Overview
We are seeking an experienced and customer-focused Customer Service Manager to lead front desk and patient experience operations at our diagnostic healthcare facility in East Legon.
This role plays a critical part in ensuring exceptional service delivery from the moment patients arrive until they receive their reports. Reporting directly to the Executive Director, the Customer Service Manager will combine leadership, operational oversight, and hands-on problem-solving to uphold the organization’s reputation as one of Ghana’s most trusted diagnostic service providers.
The ideal candidate is a mentor, motivator, and service champion who sets high professional standards while driving continuous improvement and innovation.
Key Responsibilities
Front Desk & Operations Leadership
- Oversee daily customer service and front desk operations to ensure smooth, efficient, and patient-friendly service delivery.
- Set service standards and ensure consistency across all patient touchpoints.
Customer & Patient Experience Management
- Handle escalated patient concerns and complaints professionally and promptly.
- Collect, analyze, and act on patient feedback to continuously improve service quality.
Data & Records Management
- Ensure accurate and timely entry of patient data into medical and administrative systems.
- Oversee documentation related to insurance claims, referral forms, and medical reports.
Confidential Reporting & Compliance
- Manage the secure and timely dispatch of patient reports in line with privacy, confidentiality, and data protection standards.
- Ensure strict adherence to organizational policies, service standards, and ethical guidelines.
Medical Knowledge Application
- Apply a strong understanding of medical terminology, imaging, and laboratory services to guide patients accurately and confidently.
Team Leadership & Development
- Train, coach, and mentor customer service staff to enhance performance and professionalism.
- Foster a collaborative, supportive, and high-performance team culture.
Required Qualifications & Experience
- Minimum of 5–7 years’ experience in customer service, with at least 3 years in a senior or managerial role.
- Proven leadership and people management experience.
- Strong written and verbal communication skills.
- Demonstrated ability to train, coach, and motivate teams.
- Excellent conflict resolution, decision-making, and problem-solving skills.
- Proficiency in medical administration software and handling patient records, referrals, and insurance claims.
- Advanced administrative and computer skills, including high typing speed and accuracy.
- Familiarity with medical terminology and diagnostic procedures (laboratory and imaging).
- Ability to work independently, show initiative, and escalate issues appropriately.
- Strong teamwork skills with a passion for mentoring junior colleagues.
Why Join Us?
- Be part of a trusted and growing diagnostic healthcare organization.
- Play a key leadership role in shaping patient experience and service excellence.
- Work in a professional, innovation-driven healthcare environment.
How to Apply
Interested candidates should submit:
- CV
- Cover letter highlighting your three most important skills relevant to the role
- Professional references
📧 Send applications to: hr@dclgh.com
Important Notice: We do not request payment for job applications or recruitment. Any individual or agency asking for money in relation to a job should be treated with caution.
