Lecturer, Customer Service and Healthcare Management
Job Overview
We are seeking an empathetic and operations-oriented Lecturer in Customer Service and Healthcare Management to join our faculty. In the modern healthcare landscape, the "patient experience" is as critical as clinical outcomes. You will bridge the gap between healthcare administration and service excellence, teaching students how to manage patient-centered care systems, optimize front-office operations, and navigate the complex intersection of compassionate service and rigorous health policy.

Job Responsibilities
Instructional Delivery: Lead courses in Healthcare Administration, Patient Experience Management, Health Service Delivery, Quality Improvement in Healthcare, and Conflict Resolution in Clinical Settings.

Curriculum Innovation: Develop a curriculum that emphasizes the "patient-as-customer" philosophy, incorporating modules on digital health tools, service recovery in clinical environments, and managing diverse patient populations.

Applied Lab Facilitation: Manage practical workshops that utilize role-playing scenarios (e.g., handling patient grievances, navigating health insurance interactions) and administrative software simulations (e.g., EHR/EMR scheduling and patient management systems).

Research & Scholarship: Engage in research related to improving patient satisfaction metrics, the impact of service design on health outcomes, or the management of healthcare frontline staff.

Industry & Career Mentorship: Mentor students for careers in hospital administration, clinic management, health service coordination, and patient advocacy, facilitating connections with local healthcare providers.

Capstone Oversight: Guide students through capstone projects that require them to solve real-world healthcare management problems, such as improving patient flow, streamlining triage communication, or designing patient-centered facility protocols.

Departmental Collaboration: Contribute to faculty committees, program accreditation, and initiatives that promote a human-centric approach to healthcare management.

Job Requirements
Education: Master’s degree in Healthcare Administration (MHA), Business Administration (MBA), Public Health, or a related field (a PhD is strongly preferred).

Experience: 3+ years of professional experience in healthcare operations, clinic management, patient services, or administrative leadership, combined with prior tertiary teaching or professional training experience.

Technical Skills:

Proficiency in EMR/EHR (Electronic Medical/Health Records) platforms.

Familiarity with healthcare quality standards (e.g., HCAHPS, JCAHO requirements).

Knowledge of health insurance processes, medical billing concepts, and regulatory compliance (e.g., HIPAA).

Soft Skills:

Emotional Intelligence: Exceptional empathy and the ability to teach students how to maintain service excellence in high-stress, clinical environments.

Communication: Ability to distill complex healthcare policy and clinical jargon into clear service-oriented instruction.

Resilience: A calm, professional demeanor and the ability to mentor students through the emotional demands of working in patient-facing roles.

Systems Thinking: Ability to view a healthcare facility as a service ecosystem where every administrative touchpoint impacts the patient journey.

Benefits
Competitive Compensation: Attractive academic salary package with potential for research and consulting funding.

Professional Development: Support for industry certifications (e.g., FACHE, CPHQ), conference attendance, and academic publishing.

Collaborative Environment: Access to an interdisciplinary faculty that values the union of health policy and patient-centered service.

Comprehensive Benefits: Full insurance coverage, academic leave, and retirement benefits in accordance with local labor laws.

Career Growth: Defined pathways toward Tenured Associate Professor, Program Director, or Healthcare Innovation Lead.

Lecturer in Healthcare Management, Patient Experience Specialist, Healthcare Operations Instructor, Health Services Manager (Education focus), Patient Advocacy Faculty.

Industry Keywords: Patient Experience (PX), Healthcare Operations, Health Service Management, EHR/EMR, Quality Improvement, Medical Billing & Compliance, Service Recovery, Healthcare Administration.

Attributes: Empathetic, Organized, Communicative, Strategic, Patient-focused, Professional.

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