Client Experience Manager at Savannah Healthcare

S HL/HRD/04/02 /24 : CLIENT EXPERIENCE MANAGER

Purpose of the Job:

Ensure delivery of superior customer experience at all points of the patient journey and lead innovation and creativity towards continuous service improvement, client engagement, and client satisfaction.

Responsibilities:

• Spearheads in the formulation of client experience systems and process across the Hospital
• Lead the implementation of all systems and processes aimed at improving client experience including but not limited to appointments ’’, complaints ’ management mechanisms, admis sion process, discharge process etc.
• Daily management and improvement of the patient journey and turnaround time.
• Oversee the call center performance and implement client follow up calls.
• Conduct daily customer care in patient rounds, obtain feedback, generate reports, and follow up with responsible departments.
• Proactively work with departmental heads to improv e non clinical services
• Conduct regular doctors ’ satisfaction reports.
• Patient surveys Gathers relevant feedback from clients regarding the level of service noting areas of commendation and those requiring improvement.
• Contribute to internal and external communications, this may include web content, social media, emails, printed advertisements, customer packs and more
• Oversee front desk and admission desk operations
• Supervise all front desk, admission clerks, and customer care officers.
• Act as the custodian of general grooming of all front-facing staff
• Coaching and development of new and existing staff, transforming communications and the way they work
• Any other duty as assigned by the supervisor in line with the job description.

Key Competencies:

• Bachelor’s degree in Business Management Public Relations, marketing or any other relevant field
• At least five (5) years ’ experience working in a customer-facing role, preferably in the
  healthcare or hospitality industry.
• Must have Customer care training.
• Effective communication skills listening, oral and written.
• Excellent critical skills.
• Problem solving, conflict resolution and crisis management skills.
• Analytical and decision making skills with creative ideas that are customer friendly and
  in line with hospital CX goals
• Good time management skills