Job Summary

• A Customer Experience Officer performs informational and service-related duties on behalf of the hospital
• The Customer Experience Officer's responsibilities include answering phone calls, resolving patient queries regarding medical care, and directing patients to the proper resources for further assistance with their issues.

Responsibilities

• Providing help and advice to customers using the organization’s products or services.
• Communicating promptly, and courteously with customers by telephone, email, letter, and face to face.
• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by other units.
• Conduct customer experience surveys.
• Producing written information for customers, often involving the use of computer packages/software.
• Preparation of monthly report.
• Coordinating feedback or complaints procedures for customers using the Patient Satisfaction survey.
• Improving customer service procedures, policies, and standards for the organization.
• Meeting with other managers to discuss possible improvements to customer service;
• Learning about the organization’s products or services and keeping 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
• Assisting in preparing correspondence to be sent out to clients.
• Work with other hospital managers on initiatives to improve efficiency and ensure quality delivery of healthcare services to patients.
• Any other duties assigned from time to time.

Qualifications

• A Bachelor's Degree in Mass Communication / English / Social Sciences
• A minimum of 2 years experience in a similar role is required
• Experience in the healthcare sector is an added advantage.
• Must have completed NYSC

Skills and Competencies:

• Expert-level written and verbal communication skills.
• Attention to Detail.
• Ability to work with minimal supervision
• Ability to work under pressure
• Empathy
• Accurate
• Quick to learn

Core Values:

• Accountability
• Resourcefulness
• Ethics
• Flexibility
• Respectful Engagement
• Empathy.