Customer Experience Officer

6 months ago

Johannesburg, South Africa Clinix Health Group (Pty) Ltd Full time

**Job Summary**:
As Customer Experienced Officer, take responsibility to plan, coordinate and ensure all functions at the hospital are performed in a manner that optimises patient and staff experience.

**Minimum Qualifications and Experience**:

- Diploma: Marketing or healthcare related.
- 3 - 5 years in a health care environment.
- Experience as a customer experience specialist is advantageous.
- Computer proficiency.

**Minimum Job Requirements**:

- Implement approved frameworks and processes in which all patient experience initiatives will be deployed in the Hospital.
- Utilization of patient experience index data (from various CHG sources) to improve patient experience.
- Under the leadership of the hospital manager and other senior managers, manage the overall patient experience within the hospital.
- Develop and manage patient journey campaigns.
- Creation or customization (based on hospital need) of patient education materials including brochures, pamphlets and videos.
- Assist in the management of the flow of patients through various departments of the hospital to ensure they are seen or attended to in time by the appropriate health practitioners.
- Execute all customer experience tasks within established frameworks and policies to promote ‘one Clinix’ experience across all hospitals.
- Identifies and presents trends that might be addressed to improve quality and patient experience.
- Manages the customization of customer experience (including hospital employees) initiatives and ensures the implementation thereof.
- Responsible for the coordination and execution of staff-related activities aimed at increasing satisfaction (including but not limited to, Health Day coordination, Staff wellness, etc.).
- Supports staff to serve as liaisons between patients, healthcare workers and families.
- Ensure timeous resolution of stakeholder queries and complaints and take ownership of issues.

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