Job Field: Sector in Customer Care  , Medical / Healthcare

  • Client Relations Specialist, Quality Department

    Client Relations Specialist, Quality Department

    Responsibilities:

    Receive, document and promptly acknowledge client feedback, within set time limits
    Initiate evaluation and closure actions related to the feedback in liaison with appropriate stakeholders
    Maintain appropriate databases of client feedback
    Identify and escalate to the Chief Medical Officer feedback that portend risk to the organization
    Follow-up with relevant stakeholders to ensure all customers concerns are thoroughly investigated and appropriately closed
    Monitor the Outcome management system to ensure service leader compliance with complaint handling closure requirements
    Support legal office in the timely and thorough evaluation and closure of medico-legal cases arising from patient safety events and client feedback
    Participate in the development and implementation of policies for improvement of patient care and safety
    Participate in the DQIPS activities of assigned departments to report on and champion best practice in customer care
    Orient/educate and support other Quality department staff in Client relations related matters
    Develop, monitor and continually improve on KPIs related to client relations activities
    Participate in development and implementation of sectional improvement plans
    Provide timely and detailed Client relations related performance reports
    Training staff on Client Relations activities during General, Physician and Nursing Orientation

    Requirements:

    Minimum of a diploma in clinical-related field
    Bachelor’s Degree in a Health related field, Customer care training and experience are added advantages.
    Valid practice license/Registered with the relevant body.
    Basic Life Support Certificate (BLS)
    Familiar with Hospital policies, procedures and processes
    Demonstrate leadership and management skills.
    Excellent interpersonal and communication skills both verbal and written
    Ability to apply critical thinking and to work with minimum supervision
    Ability to remain tactful, patient and calm in stressful situations
    Trustworthy and self-driven

    Apply via :

    aku.taleo.net

  • Client Relations Specialist, Quality Department

    Client Relations Specialist, Quality Department

    Responsibilities:

    Receive, document and promptly acknowledge client feedback, within set time limits
    Initiate evaluation and closure actions related to the feedback in liaison with appropriate stakeholders
    Maintain appropriate databases of client feedback
    Identify and escalate to the Chief Medical Officer feedback that portend risk to the organization
    Follow-up with relevant stakeholders to ensure all customers concerns are thoroughly investigated and appropriately closed
    Monitor the Outcome management system to ensure service leader compliance with complaint handling closure requirements
    Support legal office in the timely and thorough evaluation and closure of medico-legal cases arising from patient safety events and client feedback
    Participate in the development and implementation of policies for improvement of patient care and safety
    Participate in the DQIPS activities of assigned departments to report on and champion best practice in customer care
    Orient/educate and support other Quality department staff in Client relations related matters
    Develop, monitor and continually improve on KPIs related to client relations activities
    Participate in development and implementation of sectional improvement plans
    Provide timely and detailed Client relations related performance reports
    Training staff on Client Relations activities during General, Physician and Nursing Orientation

    Requirements:

    Minimum of a diploma in clinical-related field
    Bachelor’s Degree in a Health related field, Customer care training and experience are added advantages.
    Valid practice license/Registered with the relevant body.
    Basic Life Support Certificate (BLS)
    Familiar with Hospital policies, procedures and processes
    Demonstrate leadership and management skills.
    Excellent interpersonal and communication skills both verbal and written
    Ability to apply critical thinking and to work with minimum supervision
    Ability to remain tactful, patient and calm in stressful situations
    Trustworthy and self-driven

    Apply via :

    aku.taleo.net

  • Patient Support Specialist Supervisor

    Patient Support Specialist Supervisor

    The role
    We seek a highly motivated and experienced Patient Support Supervisor to lead a team of specialists in providing high-quality service and exceptional customer care to our patients. The successful candidate will be responsible for setting team performance targets, monitoring metrics, providing feedback, and coaching to team members, and developing and implementing training programs. Additionally, the candidate will identify risks to team performance, build positive relationships with team members, and manage patient complaints.
    The role will occasionally require the successful candidate to work flexible hours, including weekends and public holidays. This is a unique role to join a fast-growing and high-impact company as we start our rapid expansion across Africa.
    Key responsibilities

    Lead and manage a team of patient support specialists to consistently provide our patients with high-quality service and exceptional customer care standards.
    Set monthly team performance targets and quarterly objective key results, report on team performance to management weekly, and monitor team performance metrics.
    Conduct regular staff performance evaluations and provide feedback and coaching to team members to improve their performance.
    Develop and implement training programs to improve the team’s skills and knowledge.
    Lead training and induction of all new members of the team.
    Use the CRM system effectively to manage customer interactions, monitor team performance, and identify areas for further improvement.
    Create and implement SOPs and documented procedures to ensure the team works effectively and efficiently.
    Identify opportunities for revenue growth and work with the team to achieve them.
    Liaise with marketing on trends and make recommendations to management to grow daily bookings.
    Ensure team compliance with all company policies and procedures in place.
    Manage the team’s shift rota and leave requests to ensure adequate cover during operational hours.
    Maintain accurate records of patient interactions and transactions done by the teams.
    Identify areas for process improvement and make recommendations to management.
    Demonstrate excellent problem-solving and critical thinking skills in handling complex issues.
    Build positive relationships with team members, other departments, and external stakeholders.
    Provide leadership and guidance to the team, creating a positive and supportive work environment.
    Manage patient complaints and create a complaint register.

    Requirements

    Bachelor’s Degree in a related field.
    Minimum of four years’ experience in a customer service supervisory role, preferably in healthcare.
    Proven track record of managing teams, driving revenue growth, ensuring exceptional customer care standards, using CRM systems effectively, creating SOPs, policies, and documented procedures, building a solid team, and liaising with marketing on B2B trends.
    Strong problem-solving and critical thinking skills.
    Excellent communication and interpersonal skills.
    Ability to work well in a fast-paced environment.
    Strong attention to detail and organizational skills.
    Ability to work independently and as part of a team.
    Knowledge of medical terminology is an added advantage.

    Apply via :

    www.myhealthafrica.com