Patient Experience Customer Service Officer

Job Summary

To administer and support the patient life cycle to meet company’s objectives of profitability, patient satisfaction and stakeholder experience. To combine leadership skills with a desire to provide a positive customer experience to lead the customer success team. To organize and develop a way to measure how customers perceive the product and/or service the healthcare facility provides.

Job Responsibilities 1

• Ensure that a positive patient/visitor experience is well maintained in the area.
• Assist in planning, directing and overall coordination of Guest Relation services.
• Interact directly with patients, families, visitors and staff on a daily basis.
• Facilitate real time service recovery as it directly connects to the patient and their family.
• Coordinate and maintain staff competency in the area of bereavement and family and patient centered care.
• Serve as a bereavement resource while on duty.
• In consultation with the Director, implement an effective customer relationship management system to foster customer loyalty.

Job Responsibilities 2

• Oversee the day-to-day customer operations to ensure delightful customer experience at all stages of the customer engagement.
• Assist the Director in establishing coordination with the internal teams to deliver seamless customer service.
• Assist the Director in establishing value generating business partnerships.
• Oversee the day-to-day partner operations to ensure fruitful partner experience.

Additional Responsibilities 3

Job Knowledge & Skills

• Strong Knowledge of the Healthcare industry

• Ability to analyse data in an accurate and time efficient manner

• Understanding of confidentiality and safeguarding procedures

• Excellent customer service and the ability to communicate efficiently

• Interested in skills training and development

• Good at problem solving and multi-tasking

• Professional, flexible, and positive

• Willingness to work as part of a team

• Ability to work autonomously

• Ability to work to a very high standard

• ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.

Job Experience

Minimum 4 years of experience (required)

Experience work in healthcare facility (preferred)

Minimum 2 years in GCC (preferred)

Competencies
Resilience
Quality
Agility
Leadership
Front Desk Operations L2
Relationship Management L2
Adminstrative Services L2
Root Cause Analysis & Problem Solving L2
Problem-solving L2
AI Fluency


Education
Bachelor's Degree in any related field