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.
  

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.