Customer Experience Officer

Job Description

The Customer Experience Officer will be responsible for enhancing the overall experience of patients and visitors. The successful candidate will oversee and implement digital marketing strategies to improve patient engagement, promote hospital services, and enhance the hospital’s online presence.

Key Responsibilities

• Develop and implement strategies to improve patient and visitor satisfaction.
• Act as the primary point of contact for patient feedback, complaints, and concerns, ensuring timely and effective resolution.
• Monitor and analyze patient satisfaction data, identify areas for improvement, and lead initiatives to address them.
• Collaborate with clinical and non-clinical teams to create a patient-centered environment.
• Design and implement patient experience programs, including surveys, focus groups, and other feedback mechanisms.
• Ensure that the hospital environment is welcoming, clean, and conducive to a positive patient experience.
• Ensure that patients are properly navigated through the service points in the Out-patient area as necessary.
• Provide training and orientation for the front office team to provide high-quality communication services.
• Respond to all customer correspondences via e-mail, telephone, and postal mail in collaboration with administrator’s office.
• Train and mentor staff on customer service best practices and patient interaction standards.
• Take leadership of the front officers including participating in their recruitment and taking charge of their performance management.
• Develop and execute digital marketing strategies to promote hospital services, special events, and health campaigns.
• Manage the hospital’s social media accounts, website, and other online platforms, ensuring content is up-to-date, accurate, and engaging.
• Work closely with the marketing team to create compelling digital content, including blog posts, videos, infographics, and social media posts.

Skill & Experience

• Bachelor’s degree in Communications, Public Relations, Marketing, Business Administration, Healthcare Management, or a related field.
• Minimum of 2 years of experience in a customer service or patient experience role, preferably in a healthcare setting.
• Proven experience in digital marketing, including, social media, and content marketing.
• Strong understanding of the healthcare industry and patient care standards.
• Excellent communication, interpersonal, and leadership skills.