Customer Experience Officer at Premier Hospital

Job Purpose

The Customer Experience Officer is responsible for ensuring the efficient operation of the 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 to patients and visitors
• Manage the Customer Experience Desk operations
• Oversee call center operations and patient inquiries
• Coordinate outpatient department activities
• Ensure Quality Management System compliance
• Manage doctor and room scheduling
• Handle appointment scheduling and management
• Manage patient inquiries and feedback
• Provide training and enforce service standards
• Provide patient orientation and guidance

Minimum Requirements and 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

Required Competencies and Personal Characteristics

• Strong interpersonal and communication skills (both oral and written)
• High levels of empathy, patience, and problem-solving abilities
• Proficiency 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