Client Experience Officer
Please wait... MAIN PURPOSE OF JOB
This position will play a key role in helping improve patient experience by addressing and resolving complaints, concerns to achieve the best possible outcome; and analysing trends for service improvement reflected in improved experience scores
Drive the complaint management process through direct and indirect interaction with clients
- Interact with patients and their families (if needed) to address concerns or special needs that may arise during their course of treatment and take ownership of the matter or assign it to a relevant staff. (Complaint management)
- Work with cross departmental healthcare teams and administration to respond to and investigate complaints and concerns holistically (Complaint management)
Manage the processing of client experience data on the CRM system to enable data insights to drive client experience standards
- All required incidents are logged
- Manage data related to complaints and actively taking ownership for follow up (CRM)
- Reporting, response time, client experience feedback, improvement opportunities managed based on data from CRM
- Analyse CRM and Patient Survey data to identify quality and service improvement areas
- Following up on survey feedback with the clients when indicated
- Analysing facility complaint trends and provide the facility management with standardised client experience feedback
- Follow a mechanism of sharing feedback with the care providers
Implement systems and processes to improve efficiency and foster continuous improvement as part of the facility client experience committee
- Drive implementation strategy
- Cx Committee and related contribution
- Coordination with business unit stakeholder in implementing QI initiative
- Client experience remedial plans are developed, consulted with senior stakeholders, and implemented in collaboration with internal stakeholders
REQUIRED EDUCATION
Bachelor’s degree in human sciences (Majors in Nursing/Social Work/Psychology) or bachelor’s degree in healthcare management
REQUIRED EXPERIENCE
At least 3 years’ relevant experience focusing on client experience in a healthcare setting
REQUIRED JOB SKILLS AND KNOWLEDGE
Computer literacy (MS Office package) Verbal and written communication skills in English Basic Financial skills Healthcare billing and revenue cycle processes Client service and related management principles Basic medical terminology Knowledge of the UAE aesthetic market Sound knowledge of aesthetic medicine devices
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