Customer Service & Administrative Operations Manager

Haelan Integrated Healthcare is the leading outpatient medical care provider in Bulgaria, delivering integrated medical and social care services with a strong focus on prevention, prophylaxis, and innovative programs for chronic disease management. With outpatient centers in Sofia, Varna and Burgas, a Pediatric Consultative Clinic, hospital care facilities, home care and elderly care services, Haelan is on a mission to become Bulgaria’s leading integrated healthcare provider within the next five years.

As part of the expansion of our medical centers, we are looking for a Customer Service & Administrative Operations Manager to lead the call center, patient service, and administrative functions.

This role plays a key part in organizing patient flow, managing appointment scheduling, and developing an efficient and high-quality patient service system.

Key Responsibilities

• Lead and develop the call center and front office teams
• Define, monitor, and drive key performance indicators
• Establish and enforce service quality standards across all patient touchpoints
• Ensure efficient scheduling and appointment management processes
• Oversee patient feedback and complaint resolution processes
• Manage administrative operations in line with internal procedures and regulatory requirements (including GDPR)
• Analyze performance and implement process improvements
• Coordinate patient flow, including during marketing campaigns and initiatives
• Lead, coach, and evaluate team performance

Requirements

• Bachelor’s degree (Business Administration, Healthcare Management, or related field is an advantage)
• Minimum 5 years of relevant experience, including a managerial role
• Experience in customer service, call center, or administrative operations
• Proven experience in team leadership and performance management
• Strong organizational, communication, and analytical skills
• English working proficiency
• Excellent computer literacy (MS Office; CRM/ERP systems are a plus)

Nice to Have

• Experience in the healthcare sector
• Knowledge of healthcare regulations
• Experience with medical information systems

What We Offer

• A key leadership role with real impact on operations and results
• A dynamic and professional working environment
• Opportunity to contribute to the development of new services and medical centers
• Competitive compensation and benefits package

‍

‍