Job Description

Job Title: Customer Experience Officer.

Location: Clinix Botshelong-Empilweni Private Hospital (Vosloorus).

Job Summary:

To plan, coordinate and ensure all functions at the hospital are performed in a manner that optimises patient and staff experience.

REQUIREMENTS

Minimum Requirements:

Diploma: Marketing or Healthcare Related.

Minimum Experience:

3 - 5 years' experience in a similar environment. Healthcare experience is critical.

Added Advantage:

Experience as a customer experience specialist is advantageous. Relevant Degree.

DELIVERABLES:

Management of Patient Experience Journey and Customer Experience. Implement approved frameworks and processes in which all patient experience initiatives will be deployed in the Hospital . Develop and review clear client retention goals. 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. Conduct ongoing process improvements (as relating to staff activations and cadence thereof) and project management of initiatives aimed at improving overall staff experience. * Ensures compliance to Group Marketing's compliance with core policies and SOP's.