Vacancies at Premier Hospital

JOB PURPOSE

Reporting to the Marketing and Business Development Manager, the candidate will be responsible for ensuring a positive patient experience by managing patient interactions, addressing concerns, and coordinating comprehensive care plans. This role involves acting as a liaison between patients, healthcare providers, and administrative staff to ensure the highest standards of patient care and satisfaction.

MAIN DUTIES AND RESPONSIBILITIES

Patient Relationship Management:

• Serve as the primary point of contact for patients and their families throughout their care journey.
• Address patient inquiries, concerns, and complaints in a timely and professional manner.
• Build and maintain strong relationships with patients, fostering trust and ensuring a positive experience.
• Monitor patient satisfaction levels and implement strategies to improve the overall patient experience.

Care Coordination:

• Develop, implement, and monitor individualized care plans in collaboration with healthcare providers.
• Coordinate patient care activities, including scheduling appointments, follow-ups, and coordinating with specialists.
• Ensure continuity of care by keeping patients informed about their treatment plans and any changes in their care.

Communication:

• Act as a liaison between patients, families, healthcare providers, and other hospital departments.
• Facilitate clear and effective communication between all parties involved in patient care.
• Provide patients and families with information about available services, treatment options, and support resources.

Documentation and Reporting:

• Maintain accurate and up-to-date records of patient interactions, care plans, and outcomes.
• Prepare reports on patient satisfaction, care outcomes, and other relevant metrics for management review.
• Ensure all patient information is handled confidentially and in compliance with relevant laws and regulations.

Patient Advocacy:

• Advocate for patients' needs and rights within the healthcare system.
• Assist patients in understanding their medical conditions, treatment options, and healthcare rights.
• Help patients navigate the healthcare system and access the necessary resources and support.

Quality Improvement:

• Participate in quality improvement initiatives aimed at enhancing patient care and experience.
• Identify areas for improvement in patient services and collaborate with other departments to implement changes.
• Monitor and evaluate the effectiveness of care management programs and make adjustments as needed.

Education and Training:

• Educate patients and families about their healthcare options, treatment plans, and post-care instructions.
• Provide training and support to healthcare staff on patient relationship management and care coordination best practices

MINIMUM REQUIREMENTS/ QUALIFICATIONS

• Bachelor’s degree in nursing (BSN) or equivalent. A master’s degree in healthcare management or a related field is preferred.
• Registered Nurse (RN) with a valid practicing license.
• At least 5 years of experience in nursing and healthcare management, with a focus on patient care and customer service.
• Customer Care training.
• Strong leadership and team management skills.
• Excellent communication and people skills.
• Ability to manage stressful situations and resolve conflicts effectively.
• Proficiency in healthcare management software and systems.
• Knowledge of regulatory requirements and standards in healthcare.

KEY JOB REQUIREMENTS

• Patient-Centered Care: Demonstrates a commitment to providing high-quality care and exceptional patient experiences.
• Leadership: Inspires and motivates teams to achieve goals and deliver outstanding service.
• Problem-Solving: Identifies issues and develops effective solutions to enhance patient care and operations.
• Communication: Communicates clearly and effectively with patients, staff, and other stakeholders.
• Adaptability: Adjusts to changing situations and environments with a positive attitude.
• Teamwork: Fosters collaboration and cooperation among team members and across departments.
• Corporate Engagement: Builds and maintains strong relationships with corporate clients and insurance partners.

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JOB PURPOSE

The Customer Experience Officer is responsible for ensuring the efficient operation of Premier Hospital’s customer service functions, delivering exceptional service to patients and visitors, and enhancing overall patient satisfaction. The role involves managing patient flow, handling inquiries, and maintaining high standards of service in line with the hospital's commitment to excellence in healthcare delivery.

 MAIN DUTIES AND RESPONSIBILITIES

• Deliver Exceptional Customer Service.
• Manage the Customer Experience Desk
• Call Center Operations
• Outpatient Department Coordination
• Quality Management System Compliance.
• Doctor and Room Management
• Appointment Scheduling and Management
• Enquiry and Feedback Management
• Training and Standards Enforcement
• Patient Orientation and Guidance

MINIMUM REQUIREMENTS/ QUALIFICATIONS

• Diploma in Front Office Operations, Hospitality Management, or a related field.
• Formal training in customer service or customer care.
• 2-3 years of experience in a customer-facing role in a busy service environment.
• Experience working in a hospital or healthcare setting is an added advantage

 PERSONAL CHARACTERISTICS AND COMPETENCIES

• Strong interpersonal and communication skills (both oral and written).
• High levels of empathy, patience, and problem-solving abilities.
• Proficient in handling customer complaints, conflict resolution, and crisis management.
• Excellent time management and organizational skills.
• Ability to think critically and make informed decisions that enhance patient care and service delivery.
• Familiarity with customer experience management trends and tools.