Patient Experience & Service Excellence 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

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.