Patient Experience Customer Service Officer

To administer and support the patient life cycle to meet company’s objectives of profitability, patient satisfaction and stakeholder experience. To combine leadership skills with a desire to provide a positive customer experience to lead the customer success team. To organize and develop a way to measure how customers perceive the product and/or service the healthcare facility provides.

• Ensure that a positive patient/visitor experience is well maintained in the area.
• Assist in planning, directing and overall coordination of Guest Relation services.
• Interact directly with patients, families, visitors and staff on a daily basis.
• Facilitate real time service recovery as it directly connects to the patient and their family.
• Coordinate and maintain staff competency in the area of bereavement and family and patient centered care.
• Serve as a bereavement resource while on duty.
• In consultation with the Director, implement an effective customer relationship management system to foster customer loyalty.

• Oversee the day-to-day customer operations to ensure delightful customer experience at all stages of the customer engagement.
• Assist the Director in establishing coordination with the internal teams to deliver seamless customer service.
• Assist the Director in establishing value generating business partnerships.
• Oversee the day-to-day partner operations to ensure fruitful partner experience.

• Strong Knowledge of the Healthcare industry

• Ability to analyse data in an accurate and time efficient manner

• Understanding of confidentiality and safeguarding procedures

• Excellent customer service and the ability to communicate efficiently

• Interested in skills training and development

• Good at problem solving and multi-tasking

• Professional, flexible, and positive

• Willingness to work as part of a team

• Ability to work autonomously

• Ability to work to a very high standard

• ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.

Minimum 4 years of experience (required)

Experience work in healthcare facility (preferred)

Minimum 2 years in GCC (preferred)