Client Service Officer at Simeon's Pivot

Job Description/ Necessary Information

• Maintain and promote an efficient and high quality service to all internal and external clients inclusive of patients, their families, clinicians and members of the general public.
• Collects data and information about patient care concerns, needs and problems and implement appropriate corrective actions.
• Supports employee involvement in decision making and problem solving and facilitates dialogue between patients, physicians, nurses and administrative managers to resolve patient complaints and problems.
• Book Out-Patient appointments, obtaining all the necessary information inputting all details to the Hospitals Information System when required.
• Oversee the provision of an efficient catering service to patients, consultants, visitors and staff of the highest quality and nutritional content.
• Develops policies and procedures to promote establishment and maintenance of meaningful communications between patients, families and staff.
• Update Main Reception/Patient Accounts of any unscheduled admissions or cancellations.
• Perceives and interprets patient needs and translates them into effective solutions.
• Carry out any other duties as required by the management
• Analyses statistics or other data to determine the level of hospital’s customer service.
• Maintain confidentiality of information regarding patients, families and friends at all times.
• Be aware and conversant with all hospital and emergency policies and procedures e.g. Health and Safety, Fire, Code Blue and Bomb Alert - and to attend all mandatory study days.
• Work closely with the Health & Safety Advisor on all matters related to Health & Safety.
• Define, set and audit Customer Service standard across the Hospital.
• Model high level customer focused and service behaviours and able to coach others to develop excellent customer care.

General Function:

• Responsible for monitoring and ensuring patient satisfaction with the services provided; identifying and resolving patient and family member concerns and problems.

Qualification/Experience

• 5 years hands-on working experience as Client Service/ Customer Service Officer of Medical Organizations.
• HND/B.Sc Business Administration/Public relations and other related field.
• Must possess relevant professional qualifications/affiliations.
• Age Range: 25 -35 years

Knowledge, Skills and Competency:

• 5 years hands on experience in Client service/Customer service in Medical field.
• Excellent telephone and written communication skills
• Critical thinking, problem solving and analytical skills
• Effective people management, negotiation and motivational skills
• Management/coordination skills
• Ability to multitask at various effort levels
• Ability to demonstrate commercial acumen
• Customer Service Skills
• Proficient in Microsoft office.
• Office Administration skills
• Ensure sensitivity and respect for the rights and privacy of patients, visitors and staff
• Able to talk to patients in an understanding way
• Ability to maintain favorable public relations.