Customer Experience Officer at Eye Foundation Hospital

Job Summary

A dynamic team is expanding and looking for the right talent. The Customer Experience Officer performs informational and service-related duties on behalf of the hospital. This role involves answering phone calls, resolving patient queries regarding medical care, and directing patients to the proper resources for further assistance with their issues.

Key Responsibilities

• Provide help and advice to customers using the organization's products or services
• Communicate promptly and courteously with customers by telephone, email, letter, and face-to-face
• Investigate and solve customers' problems, which may be complex or long-standing issues passed on by other units
• Conduct customer experience surveys
• Produce written information for customers, often using computer packages and software
• Prepare monthly reports
• Coordinate feedback and complaints procedures for customers using Patient Satisfaction surveys
• Improve customer service procedures, policies, and standards for the organization
• Meet with other managers to discuss possible improvements to customer service
• Learn about the organization's products or services and keep up to date with changes
• Provide pricing and service delivery information
• Direct requests and unresolved issues to the designated resource
• Record details of inquiries, comments, complaints, and actions taken
• Communicate and coordinate with internal departments
• Follow up on customer interactions
• Provide feedback on the efficiency of the customer service process
• Assist in preparing correspondence to be sent to clients
• Work with other hospital managers on initiatives to improve efficiency and ensure quality delivery of healthcare services to patients
• Perform any other duties assigned from time to time

Qualifications

• Bachelor's Degree in Mass Communication, English, or Social Sciences