Person Centred Care Officer

Netcare Ltd.; Gauteng; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading healthcare provider in Gauteng is looking for a Person Centred Care Officer to enhance patient experience by addressing complaints and providing empathetic support. The role demands excellent interpersonal and communication skills, with a minimum of 2-3 years in a customer-facing environment. Successful candidates will join a values-driven culture that emphasizes care and teamwork. Competitive remuneration and professional development opportunities are part of the offer.

Benefits

Competitive remuneration

Access to best-in-class technology

Professional flexibility

Qualifications

• At least 2-3 years in a customer-facing role within a healthcare or hospitality environment.
• Excellent written and verbal communication in English.
• Ability to inspire others to embrace a culture of person-centred care.

Responsibilities

• Welcome patients and ensure a memorable patient experience.
• Handle customer complaints effectively and with confidentiality.
• Conduct investigations and follow up on complaints to improve service quality.

Skills

Clear communication

Interpersonal skills

Customer service knowledge

Multitasking

Education

Matric (preferred)

Relevant tertiary qualification

Tools

MS Office applications

Job description

Person Centred Care Officer

Location: Netcare Pinehaven Hospital | Employment Type: Full time | Posted: Today | Apply by: December 10 | Job ID: JR

Job Summary

We provide meaningful careers that connect people with purpose. Our common purpose is to provide the best and safest care, guided by shared values of Care, Truth, Participation, Compassion, and Dignity. Netcare invites you to be part of our journey.

Responsibilities

• Welcome the patient and the family to the hospital and ensure that the patient experience is memorable by making the patient feel like a valued guest.
• Communicate to the patient and their family that different avenues for feedback are available and encourage the utilisation of these feedback mechanisms.
• Serve as the face of patient care by dealing effectively with all customer complaints, resolving them while maintaining confidentiality at all times.
• Escalate and oversee resolution of any IT system or operational complaint to the appropriate stakeholder and ensure effective handling.
• Ensure that complaints and concerns are acknowledged in a timely, appropriate, empathetic and respectful manner.
• Facilitate and assist with investigations relating to the quality of the service provided, identify stakeholders required for input and implement improvement actions in line with the complaints SOP.
• Ensure consistent understanding and compliance of all hospital stakeholders with the patient complaint SOP.
• Provide feedback to the patient and their family on an ongoing, regular basis in an appropriate, empathetic and respectful manner.
• Escalate appropriate concerns with relevant documentation to the General Hospital Manager, Regional management and Head office as per SOP.
• Finalize complaints by processing all information on the system accurately and timely, completing relevant documentation.
• Conduct ward rounds to engage patients during their stay to provide feedback and identify any issues with service delivery.
• Communicate with patients during their hospital stay to ensure complaints are effectively dealt with prior to the patient leaving the facility.
• Investigate and resolve any complaints raised post-discharge effectively.
• Demonstrate ability to sensitively and confidentially handle problems, applying judgement in problem solving, conflict resolution and cultural awareness.
• Allocate time to assist all hospital stakeholders in identifying and implementing function-specific improvement work within relevant areas.
• Present concerns and improvement initiatives based on patient and family feedback to the Hospital General Manager and co‑own testing of improvement ideas.
• Collaborate and co‑own improvement work initiated by head office, such as explaining medical information to patients in an understandable way.
• Role model and explain the importance of person‑centred care to other hospital‑based teams (security, porters, parking attendants, food hostesses, retail pharmacy employees, radiography, pathology services, doctor's rooms).
• Capture complaints on the Netcare system and ensure resolution within relevant timeframes.
• Track, analyse, and report patient feedback, ensuring implementation of action items to improve patient care quality.
• Assist with interpreting data and utilising feedback in Netcare reports to improve patient experience.
• Assist Management with preparation of reports as required.
• Monitor and record compliance to improved outcomes.
• Comply with patient care SOPs, ensuring all employees have read and understood them.
• Execute corporate CSA (controlled self‑assessment) and audit activities related to person‑centred health and care.
• Keep up to date with Netcare's evolving policies and procedures.
• Handle routine administrative queries and work requests efficiently and effectively within required turnaround times.
• Engage in own professional development to maintain satisfactory skill and knowledge levels as required by Management and relevant to the role.
• Work effectively and cooperatively with others to establish mutually beneficial relationships.
• Establish and maintain relationships with all internal and external stakeholders, including hospital management, patients, service providers, and colleagues to improve patient experience.
• Demonstrate personal commitment to stakeholders by fulfilling responsibilities, involving others, gaining support for ideas, and removing obstacles.
• Establish and consolidate good interpersonal relationships by listening to others and objectively considering different ideas and opinions.
• Actively participate as a team member to achieve goals and does not function independently.

Qualifications

• Education: Matric (preferred). Relevant tertiary qualification.
• Work Experience: At least 2–3 years in a customer‑facing role within a healthcare or hospitality environment.
• Computer Literacy: Intermediate to advanced level, proficiency in MS Office applications.
• Interpersonal Skills: Superior skills in building and maintaining positive relationships, clear communication at all levels, working with others to identify, define and solve problems.
• Language: Excellent written and verbal communication in English.
• Leadership: Ability to inspire others to embrace a culture of person‑centred care.
• Customer Service: Knowledge of customer service practices and principles.
• Professionalism: High standards of conduct and work ethic.
• Multitasking: Ability to handle stressful situations and difficult stakeholders appropriately.
• Physical Requirements: Able to perform job functions; consult employer for reasonable accommodation if any limitation.
• Working Conditions: Professional flexibility in working hours while supporting daily business hours; interact with internal and external customers through various means; travel may be required.

Benefits

• Competitive remuneration and benefits benchmarked against market trends.
• High performance, values‑driven work environment.
• Access to best‑in‑class technology with high health and safety standards.
• Sense of inclusion and belonging as part of a family that cares about growth and wellbeing.
• Professional flexibility and travel support as needed.