Customer Experience Officer at Premier Hospital

JOB PURPOSE

• To ensure smooth floor operations and patient flow within the hospital through the provision of excellent customer experience practices. Working with the in charge to ensure all patients needs are met.

MAIN DUTIES AND RESPONSIBILITIES

• Ensuring every customer of premier hospital receives the premier experience.
• Manning the customer experience desk, handling inquiries and information management in line with customer requirements.
• Responsible for facilitation of smooth operations in the Outpatient department ensuring a “Conveyor – belt” like, cynical movement of patients in the shortest time possible.
• Ensuring the accurate use and compliance of QMS throughout the hospital.
• Welcoming patients and showing them around.
• Ensure timely response to inquiries by patients, prospective patients, and visitors in a courteous manner.
• Management of doctors on duty and room allocation, be aware of the doctors on duty and doctors expected and their time of arrival.
• Enquiry management and recording for recommendation of most sought for services.
• Managing inbound and outbound calls.
• Ensuring strict client service standards and etiquette are maintained by all staff in the hospital.
• Patient appointment management.

MINIMUM REQUIREMENTS/ QUALIFICATIONS

• Diploma or Degree in hospitality or related field.
• Customer care training.
• 2-3 years working experience in a busy field.
• Hospital Working Experience will be an added advantage.

KEY JOB REQUIREMENTS

• Customer Experience training and excellent customer handling skills.
• 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