Duties and Responsibilities include but are not limited to:
Develop & implement customer service standards & policies to ensure positive patient experience throughout the customer journey.
Serve as the escalation point for patient feedback and enquiries, assisting the receptionist with complex patient situations requiring intervention
Review and escalate patient feedback to the relevant departments & follow through to ensure the feedback is resolved
Monitor and track patient feedback trends to identify recurring issues and give recommendations on areas of improvement
Responsible for production of timely customer service reports based on key performance indicators.
Implement effective tracking on customer service improvement plans.
Play the role of the customers advocate to ensure they receive quality service from all functions of the hospital.
Implement the Customer Events Calendar for the year and recognized world and national events.
Direct, monitor and implement Customer Service Performance indicators-TAT and manage accurate daily, weekly and monthly quantitative reports to guide decision making.
Effectively manage customer/client feedback with appropriate tools and approaches such as Customer Engagement forums
Ensure effective management of customer complaints both internal and external.
Set up institutional structures to motor, track and ensure customers concerns and resolved promptly
Perform any other related duties as assigned by management
Qualifications and Requirements
Bachelor's Degree in either of the following disciplines, Marketing, PR/ Communication, Customer Service or related studies
Working knowledge of customer service software, databases and tools.
Awareness of industry's latest technology trends and applications
Ability to think strategically and to lead.
Strong client-facing and communication skills
Customer service orientation/ Patient experience advocate
Over three (3) years of relevant experience