Reports To:  PATIENT RELATION OFFICER

JOB PURPOSE

The Customer Experience Officer is responsible for ensuring the efficient operation of Premier Hospital’s customer service functions, delivering exceptional service to patients and visitors, and enhancing overall patient satisfaction. The role involves managing patient flow, handling inquiries, and maintaining high standards of service in line with the hospital’s commitment to excellence in healthcare delivery.

MAIN DUTIES AND RESPONSIBILITIES.

• Deliver Exceptional Customer Service.
• Manage the Customer Experience Desk
• Call Center Operations
• Outpatient Department Coordination
• Quality Management System Compliance.
• Doctor and Room Management
• Appointment Scheduling and Management
• Enquiry and Feedback Management
• Training and Standards Enforcement
• Patient Orientation and Guidance

REQUIREMENTS

MINIMUM QUALIFICATIONS

• Diploma in Front Office Operations, Hospitality Management, or a related field.
• Formal training in customer service or customer care.
• 2-3 years of experience in a customer-facing role in a busy service environment.
• Experience working in a hospital or healthcare setting is an added advantage.

PERSONAL CHARACTERISTICS AND COMPETENCIES

• Strong interpersonal and communication skills (both oral and written).
• High levels of empathy, patience, and problem-solving abilities.
• Proficient in handling customer complaints, conflict resolution, and crisis management.
• Excellent time management and organizational skills.
• Ability to think critically and make informed decisions that enhance patient care and service delivery.
• Familiarity with customer experience management trends and tools.