Customer Service Advisor

LIFE Healthcare Group; Pretoria; On-site; ZAR 25 000 - 45 000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Advisor to enhance patient experiences at a leading healthcare facility. This role involves effective communication with patients, addressing their concerns, and ensuring quality care aligns with hospital principles. The successful candidate will play a vital role in managing expectations during peak periods, utilizing PXM tools for continuous improvement, and collaborating with the healthcare team. If you possess a passion for patient care and have a strong background in customer service, this opportunity is perfect for you.

Qualifications

• 3+ years of experience in customer or patient services.
• Exceptional verbal and written communication skills.

Responsibilities

• Enhancing patient experience through effective communication.
• Addressing complaints and ensuring quality care.

Skills

Communication Skills

Customer Service

Problem-solving

Attention to Detail

Organizational Awareness

Education

NQF Level 6 Diploma in Nursing

Diploma in Paramedic or Allied Health

Tools

PXM Tools

Computer Literacy

Job description

A vacancy exists for a Customer Service Advisor based at Life Eugene Marais Hospital. The successful candidate will be responsible for enhancing the patient experience by effectively communicating with patients, addressing complaints, and ensuring quality care in line with hospital principles.

Critical Outputs

• Patient experience, customer focus, and two-way communication
• Understand the hospital and patient environment
• Be visible during peak periods to manage expectations and concerns
• Communicate timely and appropriately with patients, families, and visitors
• Achieve patient-centered outcomes through interaction and feedback
• Address specific contact points as measured by PXM score
• Escalate issues to relevant departments
• Assess questions and develop plans to address needs
• Incorporate care, rights, and quality concepts into communication

Quality

• Use PXM tools to improve experience
• Meet quality goals
• Report concerns and issues
• Follow patient care policies and values
• Collaborate effectively with healthcare team
• Analyze complaints and assist in risk mitigation
• Collect data, analyze trends, and report
• Address non-compliance issues
• Provide reports to management
• Support training and professionalism

Administration

• Be task-oriented and administratively proficient
• Draft and communicate reports
• Handle ad hoc requests
• Coordinate with marketing and patient services for collateral development

Requirements

• NQF level 6 Diploma in nursing, paramedic, or allied health
• At least 3 years’ relevant experience in customer or patient services
• Exceptional communication skills, verbal and written
• Healthcare experience advantageous
• Computer literacy

Competencies

• Problem-solving and judgment
• Attention to detail
• Resilience
• Diversity engagement
• Professional proficiency
• Excellence orientation
• Relationship building
• Customer responsiveness
• Organizational awareness
• Action-oriented
• Ethical behavior

Email applications to [e-mail] before Thursday, May 15, 2025. Internal and external candidates are encouraged to apply. Only shortlisted candidates will be contacted. If not contacted within two weeks post-deadline, consider your application unsuccessful. Life Healthcare is an Equal Opportunity Employer.