Senior Customer Care Officer (GMG/AM 4) - May Pen Hospital

Qualification and Experience

• Bachelor’s Degree in Business Administration or Management or related field 
• At least two (2) years’ experience in Customer Service. 
• Experience in outreach work 
• Experience in hospitality and help desk environments 
• Experience in conducting research and analysing information 
• Strong training & facilitation skills. 

OR 

• Associate’s Degree in Business Administration or Management or related field 
• At least four (4) years’ experience in Customer Service. 
• Experience in outreach work 
• Experience with call centres and help desk environments. 
• Experience in conducting research and analyzing information 
• Strong training & facilitation skills. 

Specific Knowledge/Required Skills/Competencies:

• Knowledge of GOJ Customer Service Policies & Procedures (Service Excellence Policy)
• Knowledge of MOH’s Compassionate Care Programme 
• Knowledge of Ministry of Health & Wellness Policies & Procedures 
• Sound knowledge of hospital care operations, systems, practices and linkages 
• Sound knowledge of Customer service principles and guidelines 
• Sound knowledge of current trends and development in the health sector 
• Knowledge of the SRHA Customer Service Charter 
• Sound knowledge of the Data Protection Act 
• Sound knowledge of social, cultural, political, geographic and economic factors impacting health.
• Sound knowledge of management principles and practices 

Key Responsibilities includes:

Management/Administrative: 

• Develops and implements effective procedures for the investigation of verbal complaints from patients and or their relatives. 
• Plays a key role in developing, implementing and monitoring a quality assurance programme for the hospital as it relates to customer service. 
• Participates in national and regional professional activities which relate to the delivery of health care services. 
• Assists in preparing, testing and reviewing mass casualty and disaster preparedness plans for the hospitals. 
• Provides and maintains an effective customer service programme. 
• Ensures the health insurance billing process works effectively and implement effective measures for improvement. 
• Implements creative ways of passing on information about health whilst patients wait for service.
• Monitors the E-triaging system and intervenes as is necessary. 
• Analyzes and solves problems within scope of responsibility in the shortest possible time and refer those outside of scope of responsibility to the relevant managers. 
• Develops and maintains action plans for improving customer service interactions that will facilitate a positive image of the Hospital.
• Liaises with section heads to ensure that support services for patients are provided in an efficient and effective manner. 
• Responds promptly to complaints which affect patient care and taking necessary actions to resolve such cases; and refer complex cases to the Operations Manager. 
• Analyzes customer service surveys and provides the necessary recommendations.
• Ensures that the Patients Appointments System and Clinic schedules functions efficiently.
• Analyzes data on clients to facilitate workload/activity report and demand/utilization.
• Initiates and oversees special investigations into problem areas. 
• Compiles reports (monthly) on customer service relating to template provided.
• Consults with the Chief Executive Officer to determine whether further investigation and information is required in disputed cases involving patients/relatives and staff; as well as cases of serious breaches affecting the patient care functions. 

Human Resource Management: 

• Assists in interviewing and selecting candidates for Customer Care Staff. 
• Provides advice and guidance to customer service staff in undertaking their respective tasks.
• Coordinates and monitors the outreach work of the Customer Care Unit. 
• Monitors and evaluates the performance of direct reports, prepares performance appraisal and recommend and/or attaining established personal and/or organizational goals. 

Technical/Professional: 

• Maximizes customer operational performance by monitoring help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques.
• Develops, recommends and implements new systems, procedures or working practices to improve customer service efficiency. 
• Assists with the development of the hospital’s Mystery Shopper Programme and implements it in accordance to guidelines. 
• Develops, collates and distributes Customer Service publications and articles.
• Monitors the Complaints Management System to resolve customer complaints promptly.
• Monitors service level standards focused on response times and issue resolution.
• Conducts and/or facilitate Customer Service Training & sensitization (Head Office, Outstations, Departments and Agencies). 
• Supports determination of customer service requirements by maintaining contact with customers; visiting operational environments; forming focus groups; analysing information and applications.
• Supports promotion and awareness of the customers to the hospital’s products and services.
• In collaboration with the Corporate Communication & Public Relations Unit of the Regional Office, conduct relevant campaigns, expositions to increased awareness and promotion of the services of the hospital. 

Special Conditions Associated with the Job:

• The incumbent will be required to work in a hospital environment beyond normal hours when the need arises. 
• Exposure to sensitive and confidential information. 
• Excessive walking and standing at times. 
• Exposure to infections 

NB. ONLY SHORTLISTED APPLICANTS WILL BE ACKNOWLEDGED