Customer Experience Officer

M.P Shah Hospital is seeking a dynamic and patient-focused Customer Experience Officer to join their Operations Division within the Marketing, Brand and Communications department. This critical role is central to enhancing patient satisfaction and creating a compassionate, efficient healthcare environment.

Role Overview

Reporting directly to the Customer Experience Manager, the ideal candidate will be the critical link between patients and the hospital’s service delivery, ensuring every patient interaction is positive, supportive, and professionally managed.

Key Responsibilities

The Customer Experience Officer will be responsible for a comprehensive range of patient-centric activities:

Patient Experience Enhancement

• – Serve as the patient’s advocate by meticulously evaluating and improving clinic standards
• – Assess and optimize:
• – Reception ambiance
• – Waiting area comfort
• – Patient navigation signage
• – Overall patient journey experience

Queue Management and Patient Flow

• – Expertly manage patient movement using advanced Queue Management System (QMS)
• – Conduct regular clinic floor rounds to:
• – Prevent unnecessary patient delays
• – Minimize patient turnaround time
• – Ensure smooth operational flow
• – Implement proactive patient management strategies

Patient Feedback and Communication

• – Professionally handle patient inquiries and complaints
• – Provide immediate, appropriate solutions
• – Systematically escalate feedback through established channels
• – Maintain detailed documentation of all patient interactions

Appointment and Clinic Process Management

• – Coordinate clinic appointments with precision
• – Manage appointment schedules
• – Send timely patient reminders
• – Handle walk-in patient scenarios
• – Facilitate seamless communication between patients, doctors, and clinic staff

Key Performance Indicators

The role will be evaluated based on critical metrics:

• – Client satisfaction ratings
• – Response accuracy and promptness to customer feedback
• – Appointment and referral growth percentage
• – 100% feedback escalation via Q-Pulse and ticketing systems
• – Patient experience improvement initiatives
• – Departmental patient feedback scores
• – Clinic turnaround time performance
• – Adherence to established clinic process requirements

Qualifications and Requirements

Educational Background

Diploma in:

• – Business
• – Communications
• – Marketing
• – Hospitality-related fields

Bachelor’s degree is a significant advantage

Professional Experience

Minimum 1 year in customer service

Preferential experience in:

• – Marketing and communications
• – Healthcare industry

Strong computer literacy

Desirable Additional Skills

• – Knowledge of sustainability and green initiatives
• – Exceptional interpersonal communication skills
• – Ability to remain calm under pressure
• – Detail-oriented approach
• – Empathy and patient-centric mindset

Professional Development Opportunities

By joining M.P Shah Hospital, the successful candidate will:

• – Develop advanced healthcare customer service skills
• – Gain insights into hospital operations
• – Contribute to improving patient care standards
• – Work in a dynamic, patient-focused environment

How to Apply

Interested candidates should:

• – Prepare a comprehensive, updated CV
• – Draft a compelling cover letter
• – Demonstrate passion for patient experience
• – Send application to: [Specified Contact Method]

Application Notes:

• – Only shortlisted candidates will be contacted
• – Interviews conducted on a rolling basis

M.P Shah Hospital is an equal opportunity employer committed to diverse and inclusive healthcare service.