Client Relation Officer at Soteria Eye Clinic

As a client relations officer, you should be an excellent communicator who’s able to grasp customer needs and brainstorm ways to fulfil them, provide excellent customer service and assistance to patients. You will be responsible for calling in customers into the clinic and educating them about our products and service.

Responsibilities of a Client Relation Officer:

• Welcome patients and clients into the clinic, getting personal details from them and registering them.
• Enlighten patient about our free eye check-up and persuade them to come have their eyes checked.
• Assign new patients to doctors after registration and redirecting them to the procedure room and consulting room.
• Attain daily client goals established by management team while complying with company and local policies and procedures.
• Assists patients and customers with filling out necessary forms and registering them on the software.
• Resolve customer complaints, diffuse unsatisfied patients, and provide solution to remedy situation.
• Promptly escalate customers complaint to the Branch Manager.
• Coordinate patient waiting area and ensure they see a doctor on time.
• Answer the phones promptly according to company guidelines.
• Up-sell and cross-sell services and products
• Study competition to find new ways to retain customers
• Carry out client satisfaction surveys and reviews.
• Answer, screen and forward incoming phone calls
• Ensure reception area is tidy and presentable, with all necessary stationery and material (e.g. pens, forms, questionnaires and brochures)
• Update calendars and schedule client meetings
• Perform other clerical receptionist duties such as filing, photocopying and arranging for courier pickups, where necessary.
• Ensure to send messages to patients to remind them of appointment date.
• Send report to management daily.
• Ensure to work with other departments to facilitate smooth running of the clinic.
• Follow-up on patients who have finished test procedures and ensure they see an optometrist.
• Perform other duties as assigned.