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  • Posted: Mar 17, 2023
    Deadline: Not specified
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    The Imara Mediplus Centre is a multi-specialty outpatient medical facility, attended by doctors and specialists, focused on providing holistic all inclusive care.We create better lives, by providing access to world-class healthcare services with compassion.The Imara Mediplus is guided by the following distinguishing values:Client Service, Respect, Integri...
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    Client Experience Officer

    ROLE SUMMARY

    To ensure Imara Hospital provides a great customer experience both physically & on digital platforms. Through establishing & maintaining the primary link between the organization, its staff and the clients Imara serve. This will be achieved by ensuring a smooth client centric hospital experience, contact centre, well-coordinated digital marketing, and implementation of insights gained through research & experimentation

    SPECIAL SKILLS AND COMPETENCIES REQUIRED

    • Client experience and digital marketing
    • Internal marketing and strategy to internal marketing
    • Establish and maintaining excellent customer relationships
    • Listening skills
    • Ability to resolve conflicts and difficult situation
    • Remain calm in demanding and high tension situations
    • Excellent at communication with staff, clients, and other stakeholders
    • Good organizational and planning skills
    • Able to comfortably work with computers and tech savvy
    • Ability to conduct and review research end-to-end
    • Creating and presenting analytical reports
    • Ability to create relevant online/ digital content
    • Ability to multitask/ task shift between different departments and functions efficiently

    DUTIES:

    • Ensuring coverage of client experience desk/ enquiry desk/ contact centre
    • Managing inbound and outbound calls
    • Patient appointment management
    • Management of doctors on duty and room allocation, be aware of the doctors on duty and doctors expected and their time of arrival
    • Ensuring strict client service standards and etiquette are maintained by all staff in the hospital
    • Facilitates smooth patient flow through the hospital at all service points, “conveyor-belt” like, cyclical movement of patients in the shortest time possible.
    • Ensure timely response to inquiries by patients, prospective patients, and visitors in a courteous manner.
    • Enquiry management and recording for recommendation of most sought for services.
    • Monitoring and report on key performance indicators such as patient visits and customer satisfaction rates etc.
    • Analyzing marketing and communications journeys across events and digital and traditional campaigns which may include direct mail, edms, sms, phone calls
    • Formulation and review of relevant policies and procedures
    • Conflict/ dispute resolution amongst staff and other stakeholders
    • Ensure digital marketing activities are conducted as per management plans
    • Ensure client centric digital content creation by all departments.
    • Ensure frequent customer and market surveys are conducted and insights integrated into decision making.
    • Ensuring every customer of IMH Hospital receives the best Experience.
    • Educate colleagues on the various ways to humanize patient experience based on feedback from individual patients and their families.
    • Handling customer complaints to completion in-line with the hospital Customer Experience policy.
    • Conducting regular ward rounds in conjunction with other team leaders to interview patients, inquire about their respective experiences’ and address any matters that may require immediate attention.
    • Conducting monthly training to all staff on customer experience and internal marketing
    • Perform external marketing under the guidance of the marketing manager/marketing team

    LEVELS OF AUTHORITY

    • Direct Reports to head of Client experience

    EXPECTED PERFORMANCE STANDARDS

    • Ensure at >30% of patients attended at outpatient fill in a customer feedback surveys
    • Ensure 100% of patients atteneded in the ip fill in a customer feedback surveys
    • Any patient inquiries are responded within 24 hrs
    • Ensure social media inquiries and comments are responded to within 30mins
    • Ensure each major department (lab, pharmacy, clinical, & nursing) creates and posts at least 1 written and video blog each month
    • Training on digital marketing
    • Achieve a minimum of 40hrs training annually

    ACCOUNTABILITY

    • Responsible for ensuring 5s policy is maintained at their work station
    • Exceptional client service on site and on digital platforms
    • Ensure the social media and web platforms are kept up to date with accurate information
    • Ensuring clients are given the correct information on time
    • Ensure accurate patient bookings with the relevant specialist, so that patients attend the right clinic at the right time & the specialist is available to serve them.
    • Ensure good client service phone etiquette is always maintained
    • Protects patient confidentiality, making sure protected health information is secured by not leaving documents in plain sight and logging off the computer before leaving it unattended

    JOB CONDITIONS

    • Minimum 48 working hrs per week
    • Extra hours are compensated as per overtime policy
    • Might be required to work Holidays and weekends as the hospital remains open 24/7
    • It includes occasional travel to different organizations and communities during scheduled marketing activities e.g. Health talks, community outreach and wellness programs
    • Travelling allowance as per the job group
    • Entitled to 30 days annual leave.

    MEASURES

    • Monthly client service performance reports
    • Monthly digital marketing performance reports
    • Ensure monthly reports are submitted by the 5th of every month
    • Monthly Customer satisfaction surveys
    • Biannual market surveys

    PEOPLE MANAGEMENT

    • Provide leadership for all inquiry desk & digital marketing staff
    • Receive and coordinate all new visitors and clients
    • Ensure smooth flow of information between different departments and patients
    • Prevent and resolve conflicts between clients and the organization or its employees
    • Ensure all staff are trained on appropriate client service etiquette
    • Form a part of the Imara team and ensure collaboration between departments

    MINIMUM ACADEMIC QUALIFICATIONS REQUIRED

    • A Bachelor’s degree/ diploma in any relevant field

    MINIMUM WORK EXPERIENCE REQUIRED

    • A minimum of 2 years’ experience in client experience, marketing, call center or front office in a busy and reputable organization. Working experience in a busy hospital is highly encouraged

    SPECIFIC COMPETENCIES (e.g. software application skills, strategic planning, analytical & results orientation…)

    • Experience in conducting customer surveys and market research
    • Analytical skills in reviewing and analyzing research data to build useful insights
    • Experience and training in customer service Tech savvy and knowledgeable about current digital trends
    • Comfortable with the basic Microsoft packages (word, excel)
    • Experienced in reporting writing
    • Experienced in creating and reviewing standard procedures and policies
    • Great public speaking and presentation skills

    Method of Application

    Send your application to – jobs@imaramed.org

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