Job Description

Job Title: Customer Experience Officer

Location: Clinix Naledi Nkanyezi Private Hospital (Sebokeng).

Reports to: Hospital Manager.

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. Apply and utilise patient experience performance standards and deploy their respective measurements processes. Utilisation 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 customisation (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 customisation 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.