Customer Experience Officer at Lagoon Hospitals

Location: Ikoyi, Lagos

Job Description

• This role is responsible for attaining flawless level of service at all points of customer contact, and enable superior quality experience for patients / visitors.
• This is a Customer Experience role; not customer service.
• Candidates with experience in the Healthcare, Telecommunications or Hospitality Industries are encouraged to apply.

Summary of Responsibilities

• Ensure hitch free and pleasant stay by patients evidenced in survey results.
• Enhance the value of services being provided by making the patient and the attendants comfortable and acquainted to the hospital.
• Maintain rapport with patients/customers/clients and medical team.
• Regularly communicate with patients to promote good customer satisfaction.
• Conduct regular customer satisfaction survey and prepare monthly report on complaints and initiatives adopted for resolution.
• Accurate tracking of patient feedback and discharge.
• Engage respective department heads to find out patient – friendly processes by discussing prevailing issues.
• Coordinate with all departments during investigation of complaints.
• Timely escalation of patient complaints to Customer Experience Manager and HOD.

Key Result Areas / Performance Goals:

• Timely management of customers’ grievances
• Appropriate and timely patient admission and discharge
• Compliance with standard operating procedures and policies.

Job Qualifications

• University Degree or Higher Diploma in Social sciences and Humanities
• Minimum of 2 years work experience.

Core Competencies:

• Previous experience as Customer Experience Officer is Key
• Ability to run surveys and analyze data
• Proficiency with the use of Microsoft applications: word, excel, power point, etc
• Experience in the hospitality/healthcare industry is an added advantage.
• Working knowledge and process improvement and operations management.
• Customer Service Orientation
• Excellent communication skills.

Behavioral Competencies:

• Pleasant disposition
• Interpersonal and communication Skills
• Service oriented, courteous, team player.