Customer Experience Officer at M.P. Shah Hospital

Duties & Responsibilities:

• Manage patient and visitors’ queues using the (QMS) queue management system.
• Respond to all incoming calls at the customer care desk and making the appropriate transfers.
• Direct patients to the departments appropriately as recommended by the nurses or doctors.
• Recognize severe cases in need of immediate medical attention and alerting the nurses immediately for the appropriate action to be taken.
• Provide accurate, valid and complete information to patients’ enquiries.
• Handle complaints, provide appropriate solutions and alternatives to patients within the time limits and summarise the patient feedback.
• Direct requests and any other issues to the designated resource.
• Organize workflow to meet customer timeframes and avoid any unnecessary delays in queues to minimize the turnaround time.
• Maintain the appearance of the entrance and reception area at all times.

Qualifications & Requirements

• A minimum of a Diploma in Hospitality Management, Business Administration or any other related field.
• At least 1 year working experience in a similar role.
• Should also possess/demonstrate the below competencies:
• Strong phone contact handling skills and active listening.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Attention to detail and accuracy Excellent communication skills.