Customer Relations Officer

Job Purpose:

The Customer Relations Officer (CRO) is responsible for performing all activities relating to the complaints handling/customer feedback system and collecting data for the Quality Department to support the delivery of quality health care in the Tobago Regional Health Authority (TRHA). He / she is responsible for the establishment and maintenance of a system for tracking and oversight of clients’ complaints, participating in audits and surveys as well as preparation of promotional material and reports. 

Primary Duties & Responsibilities:

• Provides oversight of the Client Feedback (complaints) System. 
• Develops and maintains a system for tracking clients’ complaints.
• Collects and maintains data and prepares monthly reports on the Client Feedback System. 
• Coordinates and reports on ongoing Client Feedback initiatives. 
• Ensures that all customer complaints are addressed in a timely and effective manner. 
• Prepares rosters for the Customer Service Representatives and ensures that the Customer Service Desks are adequately staffed at all times. 
• Conducts investigations and follows up on complaints from clients with Supervisors/Head of Departments toward a successful resolution. 
• Prepares reports based on the outcome of investigations for the Manager, Quality with updates on the status of all complaints received. 
• Provides information and assistance to customers on a daily basis with regard to services provided at the health facilities. 
• Liaises with heads of departments in both primary and secondary care facilities to ensure that all pertinent client issues at the facilities are handled in a timely and effective manner and to provide feedback on specific complaints. 
• Conducts rounds to critical units at least daily and provides feedback to heads of departments 
• Ensures feedback boxes are supplied with feedback forms and are unstuffed on a daily basis. 
• Provides support for the Quality Implementation Plan of the Quality Department.
• Practices effective conflict management with irate customers in an effort to diffuse negative situations when required. 
• Prepares correspondences and reports as required 
• Coordinates client satisfaction surveys including data collection and assists with quality audits according to the Quality Department’s established protocols and procedures. 
• Participates in Quality Implementation meetings in reviewing patients / clients complaints. 
• Ensures that all staff under his / her purview are properly trained according to the established standards and protocols. 
• Works collaboratively with the Infection Control Nurse to ensure that infection control guidelines are adhered to at all times. 
• Informs clients of their rights and obligations and disseminates customer information. 
• Adheres to Accreditation Standards, Public Health, Infection Control, Occupational Health and Safety, Ministry of Health, Division of Health Wellness and Family Development, Board/ Registering Body and TRHA Protocols, Guidelines, Policies and Procedures. 
• Performs other related duties as required. 

SPECIAL REQUIREMENTS

• Willingness to work overtime, public holidays and weekends as required.
• Staff must avail themselves as far as possible for duty in the event of an emergency or disaster. 

QUALIFICATIONS & EXPERIENCE

• Bachelor’s degree in any of the Social Sciences / Hospitality Management/ Public Relations 
• Three (3) years working experience in a customer service environment.
• Experience in a health care environment will be an asset.

KNOWLEDGE SKILLS & ABILITIES

• Knowledge of customer relations procedures.
• Excellent communication skills, both oral and written.
• Ability to use Microsoft Office Suite. 
• Ability to conduct research.

We thank you for your interest in Tobago Regional Health Authority but UNSUITABLE APPLICATIONS WILL NOT BE ACKNOWLEDGED