Customer Relations Officer (Locum)

Key Responsibilities

 Client Engagement and Relationship Management 

• Act as the primary point of contact for patients, families, and external clients; 
• Maintain regular communication with clients to understand their needs, gather feedback, and ensure satisfaction with hospital services; 
• Build and nurture long-term relationships, enhancing patient retention and fostering loyalty; 

Issue Resolution and Support 

• Address patient and client concerns or complaints swiftly, working to resolve issues to ensure a positive experience; 
• Coordinate with other departments to ensure that patient and client needs are met; 
• Follow up on unresolved issues, ensuring that clients feel heard and supported throughout the process; 

Service Improvement and Reporting 

• Gather feedback from patients and clients to identify opportunities for service improvements or new offerings; 
• Collaborate with line manager hospital leadership and various departments to recommend changes or improvements based on client feedback; 
• Provide regular reports on client satisfaction levels, trends, and areas for improvement to the Customer Experience Team Leader; and,  
• Any other responsibilities that may be assigned to the job holder by the line supervisor from time to time. 

Requirements
Minimum Qualifications

• Diploma in Healthcare Management or Business Administration or Communications, or a related field. 
• Minimum of three (3) years’ experience in a similar or related role within a busy healthcare environment

Skills Required

• Proficient in using CRM systems to track client interactions, manage follow-ups, and maintain comprehensive client profiles. 
• Understanding of hospital services, billing systems, and insurance coverage to effectively address client queries and concerns. 
• Ability to assess and resolve client complaints or concerns promptly, balancing both client needs and hospital policies. 
• Skilled in managing difficult conversations while maintaining professionalism and a calm demeanor. 
• Excellent Communication Skills. 
• Empathy and Compassion. 
• Sensitivity to patients’ emotional states, making sure they feel heard and valued during their hospital experience. 
• Attention to Detail and Organizational Skills.