Client Experience Manager
2 months ago
ABOUT THE COMPANY
We are Kenya's premier private day clinic, nestled in the heart of the country's capital – Nairobi. At Savannah Healthcare, we believe in disease prevention through early preventative care and promoting healthy lifestyle choices to achieve and maintain optimal wellness for the entire family. We encourage our patients to take an active role in their own health.
JOB SUMMARY
Key Competencies:Bachelor's degree in Business Management Public Relations, marketing or any other relevant fieldAt least five (5) years ' experience working in a customer-facing role, preferably in thehealthcare 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 andin line with hospital CX goalsGood time management skills
RESPONSIBILITIES
Spearheads in the formulation of client experience systems and process across the HospitalLead 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 servicesConduct 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 moreOversee front desk and admission desk operationsSupervise all front desk, admission clerks, and customer care officers.Act as the custodian of general grooming of all front-facing staffCoaching and development of new and existing staff, transforming communications and the way they workAny other duty as assigned by the supervisor in line with the job description.
REQUIRED SKILLS
Following care plans, Measurement of vital signs, Nursing, Patient care, Counseling
REQUIRED EDUCATION
Bachelor's degree
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