Customer Experience Officer

Clinix Health Group (Pty) Ltd; Sebokeng; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A healthcare provider is seeking a Customer Experience Officer at Clinix Naledi Nkanyezi Private Hospital in Sebokeng. The successful candidate will plan and coordinate functions to optimize patient and staff experiences. Candidates should have a diploma in Marketing or a related field and 3-5 years of experience in a healthcare environment. Key responsibilities include managing patient experience initiatives and ensuring staff satisfaction.

Qualifications

• Minimum of 3-5 years in a healthcare environment.
• Experience as a customer experience specialist is advantageous.

Responsibilities

• Implement approved frameworks for patient experience initiatives.
• Manage overall patient experience within the hospital.
• Develop and manage patient journey campaigns.
• Ensure timeous resolution of stakeholder queries.

Skills

Customer service skills

Communication skills

Problem-solving capabilities

Organizational skills

Education

Diploma in Marketing or healthcare related

Tools

Computer proficiency

Job description

Job Title: Customer Experience Officer

Location: Clinix Naledi Nkanyezi Private Hospital (Sebokeng).

Reports to: Hospital Manager.

Job Summary

As Customer Experienced Officer, take responsibility to plan, coordinate and ensure all functions at the hospital are performed in a manner that optimises patient and staff experience.

Minimum Qualifications And Experience

• Diploma: Marketing or healthcare related.
• 3 – 5 years in a health care environment.
• Experience as a customer experience specialist is advantageous.
• Computer proficiency.
  
  

Minimum Job Requirements

• Implement approved frameworks and processes in which all patient experience initiatives will be deployed in the Hospital.
• Apply and utilise patient experience performance standards and deploy their respective measurements processes.
• Utilisation of patient experience index data (from various CHG sources) to improve patient experience.
• Under the leadership of the hospital manager and other senior managers, manage the overall patient experience within the hospital.
• Develop and manage patient journey campaigns.
• Creation or customisation (based on hospital need) of patient education materials including brochures, pamphlets and videos.
• Assist in the management of the flow of patients through various departments of the hospital to ensure they are seen or attended to in time by the appropriate health practitioners.
• Execute all customer experience tasks within established frameworks and policies to promote ‘one Clinix’ experience across all hospitals.
• Identifies and presents trends that might be addressed to improve quality and patient experience.
• Manages the customisation of customer experience (including hospital employees) initiatives and ensures the implementation thereof.
• Responsible for the coordination and execution of staff-related activities aimed at increasing satisfaction (including but not limited to, Health Day coordination, Staff wellness, etc.).
• Supports staff to serve as liaisons between patients, healthcare workers and families.
• Ensure timeous resolution of stakeholder queries and complaints and take ownership of issues.