Job Summary
Develops and executes initiatives aimed at delighting all customers and patients at every touchpoint while inside the clinic and even when the customer/patient has already left the clinic.
Duties and Responsibilities
1. Ensure execution (and judicious follow through) of the approved plans and projects; measure results/impact of the executed plans and projects
● Develop, lead, support and manage implementation of all plans related to patient and customer experience.
● Prepare and submit progress reports of planned initiatives.
● Provide input in the enhancement of policies and procedural guidelines that directly impact customer care and satisfaction.
● Develop spiels for the patient-facing clinic personnel; spiels should be specific to each customer touchpoint, ie there should be a spiel for the front desk/receptionist, cashier, attending nurses, etc.
● Administer, via the PCCs of each facility, duly filled up patient satisfaction surveys; tabulate results of the surveys and submit monthly reports that summarize the results.
● Assist in developing, customizing, and/or monitoring a department/unit patient satisfaction action plan to meet each account’s needs.
● Work with other healthcare team members to address patient needs and assure implementation of patient-focused programs.
2. Maintain communication with the clinic patients and other Internal and External Customers
● Monitor and document complaints/dissatisfaction, providing resolution based on consultation with concerned unit.
● Prepare incident reports for the management and concerned units/departments.
● Receive, monitor, and document all customer recognition/compliments in the various service units/departments. Regularly provide Line Management customer feedback reports.
● Gather data and ensure standardization of departmental patient satisfaction operations. Other related functions
● Conduct periodic competitive intelligence and competitive scan, at least quarterly.
● Participate in monthly conference calls with fellow Patient Experience Managers, PCCs and operations management to communicate patient experience updates, current trends, and identify opportunities for recognition of exemplary customer handling.
● Identify Customer Satisfaction training needs of various hospital/clinic departments; arrange for the training of the relevant personnel.
● Participate in all Patient Experience Department learning sessions required by the organization, conducted within or outside the company premises.
Qualifications
● University Degree of any 4-year course
● At least three (3) years’ experience as Customer Care or any service-oriented operations
● Hospitality and/or healthcare experience preferred
● Strong oral and written communication skills
● Willing to do fieldwork and work offsite
● Ability to multitask; highly-organized and has a strong sense of ownership and urgency
● Proficient in the use of Microsoft Office software, ie Office, Word, Excel, and PowerPoint
