Customer Experience Coordinator

Role Overview

This customer experience role sits at the heart of our healthcare operations, ensuring every patient and client interaction is handled with clarity, empathy, and professionalism. Day to day, you will manage incoming feedback, resolve concerns, and coordinate with clinical and administrative teams to turn insights into meaningful service improvements. Your work directly shapes patient satisfaction and strengthens the trust our community places in our care.

Key Responsibilities

• Receive, log, and respond to patient feedback across multiple channels, including phone, email, and in-person correspondence, maintaining accurate records in the customer relationship management system.
• Identify recurring service issues and collaborate with department heads to implement practical solutions that improve the overall patient journey.
• Coordinate with front desk, nursing, and medical staff to ensure consistent, compassionate communication during complaint resolution and follow-up.
• Conduct patient satisfaction surveys and compile monthly reports on response trends, turnaround times, and resolution rates for management review.
• Support the onboarding of new team members by sharing best practices for handling sensitive conversations and data privacy in a healthcare setting.
• Monitor waiting times, appointment scheduling feedback, and facility-related concerns, then escalate urgent matters to the appropriate supervisors without delay.
• Ensure all feedback documentation adheres to confidentiality policies and regulatory standards, protecting patient information at every stage.

Requirements & Qualifications

• A degree in Communication, Public Relations, Marketing, or a related discipline from a recognized institution.
• A certification in Customer Experience Management (e.g., CCXP) is considered an added advantage.
• A minimum of three years of relevant experience in a customer-facing role, preferably within the healthcare or medical services industry.
• Demonstrated high integrity in personal conduct, especially when handling sensitive patient data and confidential feedback.
• Proficiency in Microsoft Office applications and experience using client feedback or customer relationship management (CRM) systems.
• Strong written and verbal communication skills with the ability to remain calm and composed during difficult interactions.
• An understanding of basic medical terminology and the ability to empathize with patients and their families.