Customer Care Officer (GMG/AM 3) - Regional Office

Job Purpose

To provide frontline service at the Regional Office in accordance with established standards. This position provides a medium through which relations between internal and external clients are realized in keeping with Ministry of Health & Wellness Service Level Agreement and the Regional Office’s Clients Charter. 

Qualifications and Experience

The ideal candidate must possess: 

• Diploma in Management Studies, Public Administration, Personnel Management, Business Administration or equivalent; 
• At least two (2) years in Customer Service or performing related functions; 
• Knowledge of Customer service principles and practices. 

Required Knowledge, Skills & Competencies

Core 

• Oral communication skills 
• Written communication skills 
• Customer & quality focus 
• Initiative 
• Teamwork & cooperation 
• Emotional Intelligence 
• Integrity/Ethics 
• Accountability 

Technical 

• Knowledge of GOJ’s Customer Service Policies & Procedures (Service Excellence Programme) 
• Knowledge of MOHW’s Compassionate Care Programme 
• Knowledge of the MOHW’s Policies & Procedures 
• Knowledge of hospital care operations, systems, practices and linkages 
• Knowledge of customer service principles and guidelines 
• Knowledge of history, vision and goals of the organization 
• Knowledge of current trends and development in the health sector 
• Knowledge of SRHA Customer Service Charter 
• Knowledge of PMAS 
• Knowledge of the Data Protection Act 
• Knowledge of social, cultural, political, geographic and economic factors impacting health

Key responsibilities will include:

Technical/Professional Responsibilities 

• Acting as customer advocate. 
• Influencing customer service interaction by displaying and maintaining professionalism and courtesy to all; 
• Responding to clients’ needs, requests and concerns as is appropriate;
• Identifying bottlenecks in the existing services where it prevents the customers from accessing the services in a timely manner; 
• Ensuring the Front Desk system is effectively utilized and intervenes accordingly;
• Liaising with department supervisors to ensure that support services for customers are provided in an efficient and effective manner; 
• Ensuring that customers with special needs are given the necessary support within established policies and sources; 
• Monitoring waiting time and identifying impediments and intervening where possible;
• Assisting customers in getting appointments; 
• Assisting customers with information gathering to assist with complaints and investigations; 
• Collecting data on customers to facilitate workload/activity report and demand/utilization report to include: - 
  • Number of customers who access service 
  • Number of customers registered 
  • Number of customers referred 
  • Number of complaints received 
• Communicating relevant information; provide correct and adequate responses to questions and queries and directing clients to respective service areas in the Regional Office or other facilities in the region; 
• Informing patients of the reasons or possible reasons for any delay in service;
• Assisting members of staff who need clarification on services and ensures compliance with the regulations; 
• Ensuring the adequate posting of relevant information to customers/visitors;
• Maintaining a daily record of client complaints, conduct thorough investigations and diligently pursue resolutions; 
• Disseminating questionnaires to solicit feedback on the services offered;
• Providing the necessary advice to customers who present requests that conflict with established professional standards, regulations and policies; 
• Helping to develop and maintain action plans for improving customer service interactions that will facilitate a positive image of the Regional Office; 
• Assisting in analyzing and solving problems within scope of responsibility in the shortest possible time and referring those outside of scope of responsibility to the relevant managers; 
• Alerting the security guards to any unusual or suspected unsafe situations that may be observed. 
• Assisting the Customer Service Assistant in managing the front desk at the Regional Office. 
• Ensuring there is coverage at the Front Desk at all times. 
• Assisting the respective departments/Directors at the Regional Office with entrance into the GOJ Service Excellence Awards. 
• Performing other related duties as directed in accordance with guidelines of the Regional Office. 

NB. ONLY SHORTLISTED APPLICANTS WILL BE ACKNOWLEDGED