ROLE SUMMARY

To ensure Imara Hospital provides a great customer experience both physically & on digital platforms. Through establishing & maintaining the primary link between the organization, its staff and the clients Imara serve. This will be achieved by ensuring a smooth client centric hospital experience, contact centre, well-coordinated digital marketing, and implementation of insights gained through research & experimentation

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

LEVELS OF AUTHORITY

• Direct Reports to head of Client experience

EXPECTED PERFORMANCE STANDARDS

• Ensure at >30% of patients attended at outpatient fill in a customer feedback surveys
• Ensure 100% of patients atteneded in the ip fill in a customer feedback surveys
• Any patient inquiries are responded within 24 hrs
• Ensure social media inquiries and comments are responded to within 30mins
• Ensure each major department (lab, pharmacy, clinical, & nursing) creates and posts at least 1 written and video blog each month
• Training on digital marketing
• Achieve a minimum of 40hrs training annually

ACCOUNTABILITY

• Responsible for ensuring 5s policy is maintained at their work station
• Exceptional client service on site and on digital platforms
• Ensure the social media and web platforms are kept up to date with accurate information
• Ensuring clients are given the correct information on time
• Ensure accurate patient bookings with the relevant specialist, so that patients attend the right clinic at the right time & the specialist is available to serve them.
• Ensure good client service phone etiquette is always maintained
• Protects patient confidentiality, making sure protected health information is secured by not leaving documents in plain sight and logging off the computer before leaving it unattended

JOB CONDITIONS

• Minimum 48 working hrs per week
• Extra hours are compensated as per overtime policy
• Might be required to work Holidays and weekends as the hospital remains open 24/7
• It includes occasional travel to different organizations and communities during scheduled marketing activities e.g. Health talks, community outreach and wellness programs
• Travelling allowance as per the job group
• Entitled to 30 days annual leave.

MEASURES

• Monthly client service performance reports
• Monthly digital marketing performance reports
• Ensure monthly reports are submitted by the 5th of every month
• Monthly Customer satisfaction surveys
• Biannual market surveys

PEOPLE MANAGEMENT

• Provide leadership for all inquiry desk & digital marketing staff
• Receive and coordinate all new visitors and clients
• Ensure smooth flow of information between different departments and patients
• Prevent and resolve conflicts between clients and the organization or its employees
• Ensure all staff are trained on appropriate client service etiquette
• Form a part of the Imara team and ensure collaboration between departments

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