S HL/HRD/04/02 /24 : CLIENT EXPERIENCE MANAGER
Purpose of the Job:
Ensure delivery of superior customer experience at all points of the patient journey and lead innovation and creativity towards continuous service improvement, client engagement, and client satisfaction.
Responsibilities:
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.
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
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Interested and qualified persons are requested to submit their applications indicating their current salary and expected salary, with detailed curriculum vitae, copy of national ID, copies of academic and professional certificates and testimonials to careers@savannahhealth.co.ke quoting the position you are applying for as the subject e.g. ‘Client Experience Manager’.Upon being successful during interviews, the successful candidate must present the following; National ID, KRA Pin, current coloured passport photo, NSSF & NHIF, Good Conduct Certificate, academic and professional certificates, latest pay slips from previous employer (where applicable).Please note only online applications will be accepted.
Applications to be received on or before 18th May 2024.
Apply via :
careers@savannahhealth.co.ke
