Senior Customer Experience Officer at Eye Foundation Hospital

Job Summary

• We are seeking a proactive and experienced Senior Customer Experience Officer to lead our patient service delivery efforts.
• This strategic role involves supervising the Customer Experience team, ensuring smooth clinic operations, managing patient communications, and driving a strong customer-focused culture across the hospital.
• The ideal candidate will collaborate closely with consultants, hospital leadership, and administrative departments to implement service standards, resolve cross-functional issues, and elevate patient satisfaction.

Key Responsibilities

• Supervise and coordinate the daily activities of Customer Experience Officers to ensure excellent service delivery.
• Act as the escalation point for complex, unresolved, or sensitive customer issues.
• Ensure consistent and professional communication with patients via telephone, email, in writing, and face-to-face.
• Oversee patient registration, clinic flow, follow-ups, and rescheduling.
• Ensure professional handling of patient communications and complaints.
• Liaise with consultants, hospital leadership, HMOs, and corporate clients.
• Lead the implementation of customer service policies and patient satisfaction surveys.
• Monitor performance metrics, analyze feedback, and drive service improvement.
• Manage the preparation and delivery of medical reports, bills, and official correspondence.
• Train and mentor Customer Experience Officers while fostering a culture of empathy and responsiveness.
• Any other duties assigned by Management from time to time.

Qualifications

• A Bachelor's Degree in Mass Communication / English / Social Sciences or a related field.
• A minimum of 5 years of working experience in customer service, with at least 2 years in a supervisory or team lead role.
• Experience in the healthcare sector is a strong advantage.
• Desirable Certifications: CRM Certification, Customer Experience Management, or similar professional qualifications
• Must have completed NYSC

Skills and Competencies:

• Strong leadership and team management ability
• Advanced understanding of patient relations and healthcare service delivery
• High proficiency in CRM systems and Microsoft Office tools (Word, Excel, PowerPoint)
• Strong written and oral communication skills
• Effective conflict resolution, emotional intelligence, and multitasking abilities.
• Proactive, analytical mindset with a passion for continuous improvement