Client Experience Manager

Mediclinic Hoogland; Stellenbosch; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Mediclinic Hoogland is seeking a Client Experience Manager to develop and implement strategies that enhance the experience of patients, families, and visitors. The role ensures all client experience functions align with the hospital’s standards and Mediclinic’s brand reputation.

You will analyse client feedback, coordinate campaigns, manage budgets, and lead a team to deliver strategic objectives while maintaining strong relationships with internal and external stakeholders in Stellenbosch.

Qualifications

• Experience applying patient journey principles.
• Proven ability to translate client feedback into service improvements.
• Knowledge of client satisfaction best practices.
• Familiarity with Mediclinic Marketing Strategies and Policies.
• Proficient in client experience administration and surveys.

Responsibilities

• Utilise client experience index data to improve client experience.
• Manage client experience within the hospital including compliments and complaints.
• Coordinate client journey campaigns and initiatives.
• Maintain strategic relationships with internal and external stakeholders.
• Oversee the client experience budget.
• Lead and develop the Client Experience team to deliver on objectives.
• Manage marketing and communication campaigns.

Skills

Patient Journey

Client Satisfaction

Policy Adherence

Budget Management

Relationship Building

Education

Diploma in Human Sciences

Bachelor’s degree in Human Sciences

Tools

Microsoft Office

Job description

MAIN PURPOSE OF JOB

The Client Experience Manager is responsible for developing and implementing strategies to improve the overall experience of clients, including patients, their families, and visitors. This role ensures that all client experience functions within the hospital are carried out effectively to enhance optimal satisfaction while also contributing to the Mediclinic brand's reputation.

KEY RESPONSIBILITY AREAS

• Utilise client experience index data to improve client experience
• Manage overall client experience within the hospital by managing client compliments and complaints, as well as various improvement initiatives
• Manage client journey campaigns by facilitating and coordinating initiatives and campaigns
• Manage & maintain strategic relationships with relevant internal and external stakeholders
• Manage and control client experience budget
• Lead, provide guidance and manage the people in the Client Experience Function to deliver on strategic objectives
• Manage marketing and communication initiatives and campaigns

REQUIRED EDUCATION

ESSENTIAL EDUCATION:

3 Year Diploma and Above from a registered Tertiary Education organisation in Human Sciences

DESIRED EDUCATION:

Bachelor’s degree in human sciences (Majors in Communication, Nursing, Marketing, Social Work, or Psychology)

REQUIRED EXPERIENCE

ESSENTIAL MINIMUM EXPERIENCE:

5 years’ experience in service-oriented environment/operations

DESIRED EXPERIENCE:

Experience in the healthcare and service industry

REQUIRED JOB SKILLS AND KNOWLEDGE

• Patient Journey Principles
• Knowledge, understanding and application of client satisfaction best practices
• Client Experience Policies and Procedures
• Knowledge and application of Mediclinic Marketing Strategies, Policies and Procedures
• Competent in the utilisation and application of all client experience-related administration and survey systems
• Competent in using Microsoft Office (Outlook, Word, Excel and PowerPoint)
• Budget and cost control principles
• Marketing, branding, media relations and reputation management principles
• Relationship building/ stakeholder management
• Analytical review, interpretation of multiple sources of information and report writing
• Demonstrate a good understanding of relevant health legislation and the ability to apply this in the workplace