Job Summary
A Customer Experience Officer handles a variety of informational and service-related responsibilities on behalf of the hospital.
The Customer Experience Officer is tasked with handling incoming phone calls, addressing patient inquiries related to medical services, and guiding patients to the appropriate resources for resolving their concerns.
Oversee and execute a wide range of duties crucial to the role, ensuring all tasks align with organizational goals and standards. Collaborate effectively with cross-functional teams to drive project milestones, resolve operational challenges, and maintain efficient workflows. Prepare and present detailed reports on performance metrics, progress updates, and key insights to stakeholders. Monitor and evaluate workflows to identify opportunities for efficiency improvements and implement strategic solutions. Serve as a primary point of contact for internal and external stakeholders, addressing inquiries and facilitating seamless communication channels. Uphold compliance with industry regulations, company policies, and best practices to mitigate risks and ensure accountability.
Offering guidance and support to customers regarding the organization’s products or services.
Promptly and courteously responding to customers through various communication channels, including telephone, email, written correspondence, and in-person interactions, is essential to fulfilling this role.
Investigating and resolving complex or long-standing customer issues, including those escalated from other departments, is a key responsibility of this role.
Administer comprehensive customer experience surveys to gather actionable feedback and insights.
Crafting written materials for clients, frequently utilizing computer-based software and applications.
Monthly financial reports are meticulously prepared each month to provide comprehensive insights into the organization’s performance. This involves gathering, analyzing, and organizing financial data to ensure accuracy and completeness. The reports serve as critical tools for decision-making, compliance, and strategic planning within the company.
Managing the collection and processing of customer feedback and complaints through the Patient Satisfaction survey is required.
Enhancing the organization’s customer service procedures, policies, and standards to ensure excellence and consistency.
Collaborating with fellow managers to explore potential enhancements in customer service delivery.
To stay informed about the organization’s evolving products or services and remain current with updates.
Deliver comprehensive pricing details and service delivery specifics to stakeholders and clients.
Handle escalated requests and unresolved matters by directing them to the appropriate designated resource for resolution.
Document inquiries, comments, complaints, and the corresponding actions taken with precision and thoroughness.
Collaborate and liaise with various internal departments to ensure alignment and efficient workflow.
Conduct post-interaction evaluations of customer engagements to ensure resolution of inquiries and address any unresolved concerns.
Evaluate and assess the effectiveness of the customer service process to identify areas for enhancement.
Drafting client correspondence for distribution, ensuring accuracy and professionalism in all written communications.
Collaborate with fellow hospital managers to implement projects aimed at enhancing operational efficiency and guaranteeing high-quality healthcare service delivery for patients.
Assigned tasks may include additional responsibilities as needed.
Successful candidates must possess a bachelor’s degree in a relevant field and at least three years of hands-on experience in a comparable role. Strong analytical skills and proficiency in industry-standard software are essential. The ideal applicant will demonstrate excellent communication abilities, both written and verbal, and a proven capacity to work collaboratively within cross-functional teams. Prior to project management experience is highly desirable.
A Bachelor’s Degree in Mass Communication, English, or Social Sciences is required for this role.
A minimum of two years of direct experience in a comparable position is mandatory.
Having prior experience within the healthcare industry would be beneficial.
Must have satisfactorily fulfilled the National Youth Service Corps (NYC) requirement.
Seeking candidates with a strong foundation in relevant technical proficiencies, analytical thinking, and problem-solving capabilities. The ideal applicant will demonstrate expertise in industry-specific tools and methodologies, along with exceptional organizational and communication skills. Proficiency in data analysis, project management, and cross-functional collaboration is essential. A commitment to continuous learning and adaptability to evolving technologies is highly valued. Experience in [specific field, if applicable] and a track record of delivering measurable results are required. The ability to work independently, prioritize tasks effectively, and maintain high attention to detail is crucial. Strong interpersonal skills to engage with stakeholders at all levels are also necessary.
Possesses exceptional aptitude for crafting clear, concise, and impactful written and spoken communication.
Demonstrates meticulous attention to detail in all tasks and commitments, ensuring precision and accuracy in work and adherence to established standards.
Proven capability to operate effectively and independently with minimal oversight, demonstrating strong self-management skills and a proactive approach to task completion.
Demonstrated capacity to thrive in high-pressure environments and meet deadlines under tight schedules.
We seek a compassionate and emotionally intelligent professional who values understanding and connecting with others on a meaningful level. The ideal candidate must demonstrate a deep commitment to recognizing diverse perspectives and responding to individual needs with patience and insight. Responsibilities include actively listening to colleagues and clients, fostering inclusive environments, and addressing challenges with thoughtful, person-centered solutions. Strong emotional awareness, adaptability, and a dedication to ethical conduct are essential for success in this role.
Accurate
A fast learner who rapidly assimilates new concepts, skills, and technologies to meet evolving demands.
At the heart of our organization lie core principles that guide every decision and action. Integrity, accountability, and a commitment to excellence define our culture, fostering an environment where transparency and ethical behavior are paramount. We prioritize innovation, collaboration, and respect, ensuring that each team member contributes to a workplace built on trust and mutual growth. These values are not merely ideals but are actively demonstrated through daily operations, leadership, and interactions among colleagues.
Ensures adherence to responsibilities while maintaining transparency and ownership of actions and outcomes.
Resourcefulness
Upholding the highest standards of integrity and accountability, this role is tasked with ensuring that all organizational practices align with legal, regulatory, and moral obligations. The position demands a keen understanding of ethical frameworks, risk assessment, and compliance protocols to identify and mitigate potential violations. Key responsibilities include developing and enforcing ethical guidelines, conducting training sessions to promote awareness, and serving as a trusted advisor to leadership on matters of corporate responsibility. Candidates must possess strong analytical skills, the ability to navigate complex ethical dilemmas, and a commitment to fostering a culture of transparency and trust within the organization.
Flexibility
Respectful engagement entails actively listening to others, valuing diverse perspectives, and fostering an inclusive environment where all voices are heard and respected. This involves maintaining professionalism, demonstrating empathy, and upholding ethical standards in all interactions. It requires adaptability to different communication styles and cultural contexts while ensuring that discussions remain constructive and productive. By prioritizing mutual respect and open-mindedness, this approach cultivates collaboration and minimizes conflict in both interpersonal and professional settings.
Empathy is essential for fostering meaningful connections and driving positive outcomes in collaborative environments. Candidates should demonstrate the ability to understand and share the feelings of others, adapting communication styles to meet diverse needs. This includes actively listening to colleagues and clients, recognizing emotional cues, and responding with compassion and insight. Strong empathy enables effective conflict resolution, team cohesion, and customer satisfaction, making it a critical skill for roles requiring interpersonal engagement.
Interested and qualified applicants are encouraged to submit their curriculum vitae to careers@eyefoundationhospital.com, ensuring the job title is specified in the email subject line.
Qualifications
BA/BSc/HND
Experience Required
2 years
