Job Description

Customer Liaison Officer | Trauma Unit
Function
Administration
Facility
Position
Customer Liaison Officer | Trauma Unit
Introduction
An Exciting opportunity has arisen for the position of a Customer Liaison Officer at Life Rosepark Hospital in Bloemfontein reporting to Unit Manager Alma Kruger. The successful candidate will be responsible for optimizing the patient experience, particularly in the emergency unit, by interpreting and communicating patients' rights and responsibilities, as well as the hospital's quality, care, and patient experience principles to patients, their families, and visitors in the hospital.
Additionally, they will be responsible for analyzing trends in complaints and compliments from the department to support the development of appropriate patient-centered service plans and patient journeys. This aims to create an ideal hospital experience for all patients based on their preferences and requests.
Critical Outputs
Patient experience, customer focus and two-way communication

• Understands the hospital and patient environment in particular the emergency unit and triage system
• Visible in the emergency unit during peak periods to manage customer expectations and bed bookings/admissions
• Communicates information to the appropriate person(s) in proper time frames to meet patient, family or visitors' questions, concerns, and expectations in an appropriate manner
• Achieves the department and hospital's patient-centred outcomes by interacting with patients/families/customers and utilising feedback to improve and reinforce satisfaction.
• Focus on addressing specific contact points as measured by emergency unit PXM score
• Escalates issues to relevant departments to ensure better service to our patients/customers.
• Assesses patient, family or visitors' questions and concerns and develops a plan to address needs.
• Incorporates key care, patient rights, responsibilities, and quality concepts into communication with patients and family.

Quality

• Utilizes PXM tools to improve patient and stakeholder experience.
• Meets the department and organisation's customer-related quality goals.
• Initiates patient or family concern reports, as appropriate, when issues arise.
• Understands and practices patient care policies, procedures, and company values.
• Collaborates and cooperates with colleagues, peers, supervisors and other healthcare providers effectively and efficiently to improve the quality, effectiveness and efficiency of patient care.
• Analyses patient complaints and route cause in liaison with Quality Manager and assists in risk mitigation and action plans.

• Collects data about patient care problems, prepares reports, analyses trends, and reports information to appropriate departments for action.
• Addresses non-compliance or concerns raised with the relevant department in accordance with Life Healthcare protocols.
• Provides accurate and thorough reports to the hospital manager and nursing function.
• Assists with addressing training needs and professionalism of employees with the appropriate departments to improve customer satisfaction.

Administration

• As and when required.
• Adhoc requests as and when deemed necessary related to the patient experience environment.
• Works in conjunction with marketing representatives and patient services department for the development of required branded hospital collateral to support the patient journey.

Requirements

• A minimum of a NQF level 6 Diploma in a relevant clinical field such as nursing, paramedic, or allied healthcare field such as social work. A marketing related diploma will also be accepted.
• A minimum of 3 year's relevant experience in a customer or patient services environment.
• Must be able to demonstrate exceptional communication skills, both verbal and in writing.
• Previous experience in the healthcare environment advantageous
• Computer proficiency

Competencies

• Engaging diversity
• Influencing
• The capacity to work well under pressure and remain polite even when consumers are angry and unreasonable
• Excellent personal presentation
• Communication skills - verbal and written
• Building relationships
• Customer responsiveness
• Initiative

Contact
Beverly van Schalkwyk
Tel
Email
Closing date
Friday, August 29, 2025
Internal applicants - Before making an application, you are requested to discuss your application with your line manager. External candidates will also be considered.
Life Healthcare is an Equal Opportunity Employer.
Thank you for your interest in this opportunity. Kindly note that only shortlisted candidates will be contacted. Applicants who have not been contacted within two weeks of the closing date of this advert, should consider their application as unsuccessful.

Skills Required