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 utilize patient experience performance standards and deploy their respective measurements processes.
• Utilization 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 customization (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 customization 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.