Client Liaison Officer

This role is reporting to the Stakeholder Relationship Manager.

**Role Summary**

Ensure that all necessary steps are taken to provide excellent customer service and experience to our well - respected stakeholders and our digital and social media presence is improved.

**Requirements**:

- Grade 12
- A relevant qualification in Marketing and Sales/ Public Relations
- Graphic design and digital marketing will be an added advantage
- Proficient in MS Office and various online graphic designing programs
- Minimum of 3 years in a Customer Service, Patient Experience on in an Administration position
- Minimum 1 year in Digital and Graphic Design
- Extensive experience in a Private Hospital environment will be an advantage
- Computer literate, proficient in MS Office, Word, Excel and PowerPoint and online graphic design programs
- Experience in events management
- Knowledge and skills on digital marketing and the use of major social media platforms
- Pro activeness and creative skills
- Positive attitude and a flexible work style to be able to work after hours and at home
- Integrity and sensitivity for confidentiality
- Display a concern for quality service and excellence
- Professional telephone etiquette
- Strong administration, planning and organizing skills
- Knowledge and exposure to working in a hospital environment and the incumbent must possess the following interpersonal skills:

- Friendly and empathetic
- Trustworthy
- Customer Oriented
- Honest and positive
- Adaptable
- Energetic
- Innovative
- Emotionally intelligence
- The capacity to implement and support change initiatives and to provide leadership in times of uncertainty, making decisions timeously and taking responsibility for the consequences
- Capable of recognizing the need for action, considering possible risks and taking responsibility for results.
- Capacity to plan, organize and control own work environment by setting appropriate priorities and achieving set objectives within a given time frame
- The capacity to identify and respond to the needs of internal and external customers

**_Internal and external customers include patients, doctors, colleagues, suppliers, visitors, vendors and any other person that requires a relationship_**
- Capacity of supporting and advocating change initiatives and managing own reaction to change
- Capacity to establish constructive and effective relationships
- The capacity to clearly present information, either written or verbal
- Capacity to cooperate with others to work towards a common goal

**Key Outputs**
- Conduct daily patient ward rounds and capture findings to ensure patients are content with the patient care and experience
- Promote effective staff, doctor and patient relationships through continuous engagements and interactions
- Fanatical attention to detail to ensure the facility and wards are well maintained using the set brand guideline
- Resolve problems raised by the patients and received through the company's system diplomatically (Complaints and Conflict Management)
- Implement and manage the compliments and complaints policy
- Attend and address concerns and enquiries and give clients timeous feedback in nursing hand - over daily meetings
- Compile and manage the compliments and complaints logbook.
- Analysis, management and reporting of daily patient opinion surveys and other feedback surveys
- Facilitate and conduct staff training on customer service and other workshop/ trainings relevant to improving the patient experience within the hospital
- Conduct random telephonic follow ups with discharged patients to ensure client satisfaction
- Facilitate and conduct visits to the hospital by visitors and stakeholders from outside the hospital
- Close working relationships and liaison with Ward and Doctors' Secretaries
- Assist with planning and executing marketing and public relations initiatives
- Provide support to Stakeholder Relationship Manager on administrational and other marketing activities, including the mother and baby Programme and other initiatives and projects
- Responsible for developing and managing the hospital's digital marketing year planner
- Manage the hospital's social media accounts and the hospital's website
- Develops content for health awareness campaigns and post on all the hospital's social media platforms
- Designs, builds and maintains our social media presence and ensure lead conversions
- Prepares monthly reports on our digital marketing campaigns' overall performance and areas of improvement
- Conceptualizing and designing of marketing materials, including the hospital's digital magazine (creative marketing and graphic design skills.

**Job Types**: Full-time, Permanent

**Salary**: From R200,000.00 per year

Ability to commute/relocate:

- Gauteng, Gauteng: Reliably commute or planning to relocate before starting work (required)