Customer Experience Manager at NHC Maisha(Ndonyo Healthcare)

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