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Client Experience Manager

Closing: May 18, 2024

This position has expired

Published: May 16, 2024 (9 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

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Key Competencies:

  • Bachelor’s degree in Business Management Public Relations, marketing or any other relevant field
  • At least five (5) years ’ experience working in a customer-facing role, preferably in the

    healthcare or hospitality industry.

  • Must have Customer care training.
  • Effective communication skills listening, oral and written.
  • Excellent critical skills.
  • Problem solving, conflict resolution and crisis management skills.
  • Analytical and decision making skills with creative ideas that are customer friendly and

    in line with hospital CX goals

  • Good time management skills


Responsibilities

Key Competencies:

  • Bachelor’s degree in Business Management Public Relations, marketing or any other relevant field
  • At least five (5) years ’ experience working in a customer-facing role, preferably in the

    healthcare or hospitality industry.

  • Must have Customer care training.
  • Effective communication skills listening, oral and written.
  • Excellent critical skills.
  • Problem solving, conflict resolution and crisis management skills.
  • Analytical and decision making skills with creative ideas that are customer friendly and

    in line with hospital CX goals

  • Good time management skills


  • Spearheads in the formulation of client experience systems and process across the Hospital
  • Lead the implementation of all systems and processes aimed at improving client experience including but not limited to appointments ’’, complaints ’ management mechanisms, admis sion process, discharge process etc.
  • Daily management and improvement of the patient journey and turnaround time.
  • Oversee the call center performance and implement client follow up calls.
  • Conduct daily customer care in patient rounds, obtain feedback, generate reports, and follow up with responsible departments.
  • Proactively work with departmental heads to improv e non clinical services
  • Conduct regular doctors ’ satisfaction reports.
  • Patient surveys Gathers relevant feedback from clients regarding the level of service noting areas of commendation and those requiring improvement.
  • Contribute to internal and external communications, this may include web content, social media, emails, printed advertisements, customer packs and more
  • Oversee front desk and admission desk operations
  • Supervise all front desk, admission clerks, and customer care officers.
  • Act as the custodian of general grooming of all front-facing staff
  • Coaching and development of new and existing staff, transforming communications and the way they work
  • Any other duty as assigned by the supervisor in line with the job description.


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