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.

Skills Required