Client Liaison Officer for Private Hospital

This role is reporting to the Stakeholder Relationship Manager.

Role Summary

Ensure thal all necessry steps are taken to provide excellent customer service and experience to our well - respected stakeholders and our digital and social media presence is improved.

Rquirements

• Grade 12
• A relevant qualification in Marketing and Sales/ Public Relations
• Graphic design and digital marketing will be an added advantage
• Proficient in MS Office and various online graphic designing programs
• Minimum of 3 years in a Customer Service, Patient Experience on in an Administration position
• Minimum 1 year in Digital and Graphic Design
• Extensive experience in a Private Hospital enviroment will be an advantage
• omputer literate, proficient in MS Office, Word, Excel  and PowerPoint and online graphic design programs
• Experience in events management 
• Knowledge and skills on digital marketing and the use of major social media platforms
• Pro activeness and creative skills
• Positive attitude and a flexible work style to be able to work after hours and at home
• Integrity and sensitivity for confidentiality
• Display a concern for quality service and excellence
• Professional telephone etiquette
• Strong administration, planning and organizing skills
• Knowledge and exposure to working in a hospital environment and the incumbent must possess the following interpersonalskills:

1. Friendly and emphathetic
2. Trustworthy
3. Customer Oriented
4. Honest and positive
5. Adaptable
6. Energetic
7. Innovative
8. Emotionally intelligence

• The capacity to implement and support change initiatives and to provide leadership in times of uncertainty, making decisions timeously and taking responsibility for the consequences
• Capable of recognizing the need for action, considering possible risks and taking responsibility for results.
• Capacity to plan, organize and control own work environment by setting appropriate priorities and achieving set objectives within a given time frame
• The capacity to identify and respond to the needs of internal and external customers

Internal and external customers include patients, doctors, colleagues, suppliers, visitors, vendors and any other person that requires a relationship

• Capacity of supporting and advocting change initiatives and managing own reaction to change
• Capacity to establish constructive and effective relationships
• The capacity to clearly present information, either written or verbal
• Capacity to cooperate with others to work towards a common goal

• Conduct  daily patient ward rounds and capture findings to ensure patients are content with the patient care and experience
• Promote effective staff, doctor and  patient relationships through continuous engagements and interactions
• Fanatical attention to detail to ensure the facility and wards are well mantained using the set brand guideline
• Resolve problems raised by the patients and received through the company''s system diplomatically (Complints and Conflict Management)
• Implement and manage the compliments and complaints policy
• Attend and address concerns and enquiries and give clients timeous feedback in nursing hand - over daily meetings
• Compile and manage the compliments and complaints logbook.
• Analysis, management and reporting of daily patient opinion surveys and other feedback surveys
• Facilitate and conduct staff training on customer service and other worshop/ trainings relevant to improving the patient experience within the hospital
• Conduct random telephonic follow ups with discharged patients to ensure client satisfaction
• Facilitate and conduct visits to the hospital by visitors and stakeholders from outside the hospital
• Close working relationships and liaison with Ward and Doctors'' Secretaries
• Assist with planning and executing marketing and public relations initiatives
• Provide support to Stakeholder Relationship Manager on administrational and other marketing activites, including the mother and baby programme and other initiatives and projects
• Responsible for developing and managing the hospital''s digital marketing year planner
• Manage the hospital''s social media accounts and the hospital''s website
• Develops content for health awareness campaigns and post on all the hospital''s social media platforms
• Designs, builds and miantains our socil media presence and ensure lead conversions
• Prepares monthly reports on our digital marketing campaigns'' overall perfomance and areas of improvement
• Manage inbound and outbound communication from the hospital''s generic email address
• Conceptulizing and designing of marketing materials, including the hospital''s digital magazine (creative marketing and graphic design skills.