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27 Aug 2024

Client Experience Officer at Imara Mediplus Medical Centre

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Job Description

The Imara Mediplus Centre is a multi-specialty outpatient medical facility, attended by doctors and specialists, focused on providing holistic all inclusive care.We create better lives, by providing access to world-class healthcare services with compassion

SPECIAL SKILLS AND COMPETENCIES REQUIRED

  • Client experience and digital marketing
  • Internal marketing and strategy to internal marketing
  • Establish and maintaining excellent customer relationships
  • Listening skills
  • Ability to resolve conflicts and difficult situation
  • Remain calm in demanding and high tension situations
  • Excellent at communication with staff, clients, and other stakeholders
  • Good organizational and planning skills
  • Able to comfortably work with computers and tech savvy
  • Ability to conduct and review research end-to-end
  • Creating and presenting analytical reports
  • Ability to create relevant online/ digital content
  • Ability to multitask/ task shift between different departments and functions efficiently

DUTIES:

  • Ensuring coverage of client experience desk/ enquiry desk/ contact centre
  • Managing inbound and outbound calls
  • Patient appointment management
  • Management of doctors on duty and room allocation, be aware of the doctors on duty and doctors expected and their time of arrival
  • Ensuring strict client service standards and etiquette are maintained by all staff in the hospital
  • Facilitates smooth patient flow through the hospital at all service points, “conveyor-belt” like, cyclical movement of patients in the shortest time possible.
  • Ensure timely response to inquiries by patients, prospective patients, and visitors in a courteous manner.
  • Enquiry management and recording for recommendation of most sought for services.
  • Monitoring and report on key performance indicators such as patient visits and customer satisfaction rates etc.
  • Analyzing marketing and communications journeys across events and digital and traditional campaigns which may include direct mail, edms, sms, phone calls
  • Formulation and review of relevant policies and procedures
  • Conflict/ dispute resolution amongst staff and other stakeholders
  • Ensure digital marketing activities are conducted as per management plans
  • Ensure client centric digital content creation by all departments.
  • Ensure frequent customer and market surveys are conducted and insights integrated into decision making.
  • Ensuring every customer of IMH Hospital receives the best Experience.
  • Educate colleagues on the various ways to humanize patient experience based on feedback from individual patients and their families.
  • Handling customer complaints to completion in-line with the hospital Customer Experience policy.
  • Conducting regular ward rounds in conjunction with other team leaders to interview patients, inquire about their respective experiences’ and address any matters that may require immediate attention.
  • Conducting monthly training to all staff on customer experience and internal marketing
  • Perform external marketing under the guidance of the marketing manager/marketing team

Requirements

MINIMUM ACADEMIC QUALIFICATIONS REQUIRED

  • A Bachelor’s degree/ diploma in any relevant field

MINIMUM WORK EXPERIENCE REQUIRED

  • A minimum of 2 years’ experience in client experience, marketing, call center or front office in a busy and reputable organization. Working experience in a busy hospital is highly encouraged

SPECIFIC COMPETENCIES (e.g. software application skills, strategic planning, analytical & results orientation…)

  • Experience in conducting customer surveys and market research
  • Analytical skills in reviewing and analyzing research data to build useful insights
  • Experience and training in customer service Tech savvy and knowledgeable about current digital trends
  • Comfortable with the basic Microsoft packages (word, excel)
  • Experienced in reporting writing
  • Experienced in creating and reviewing standard procedures and policies
  • Great public speaking and presentation skills


Method of Application

Submit your CV, copies of relevant documents and Application to:

[email protected]

Use the title of the position as the subject of the email

Closing Date : 6 September. 2024





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