Manager - Patient Happiness
8 months ago
The incumbent is responsible for the following outputs:
Customer satisfaction
- Ensures that patient satisfaction surveys are conducted in a reliable and transparent manner.
- Ensure that patient satisfaction scores are maintained above the internal benchmark, and shows continuous improvement, by maintaining a structured customer care service.
- Ensures that the required processes are in place to deliver the customer care service.
- Ensures that all staff are competent and available to deliver the required customer care outputs.
- Ensure that any process deviation that negatively impacts on the satisfaction scores are immediately corrected.
- Identifies any opportunities for improvement and implements the required actions
Complaints
- Ensures that the complaints policy is strictly implemented and compliant with the regulatory requirements
- Ensures continuous improvement to the complaints process.
- Ensures that each complaint is investigated and resolved within the required timelines, and that feedback is given to the complainant.
- Analyzes complaint trends to identify areas for improvement
VIP Clients
- Establishes and maintains a VIP coordinator team, from within the customer care team.
- This team will have the sole responsibility of managing the entire VIP client journey from the initial contact to when they receive follow-up call at home. Keeps the management informed of any VIP visits.
Operational management
- Ensures that the structure is in place to deliver the customer care service., including:
- Staff deployment
- Rostering
- Absentee cover
- Equipment and physical environment
- Connectivity
- Relevant stakeholders
- Ensures that professional standards are maintained within the Department.
- Through the supervisors, ensures operational control of the customer care team.
- Ensures training standards are maintained.
- Implements the required HR practices and policies related to
- Recruitment and selection
- On-boarding
- Annual appraisals
- Training
- Contract renewal
- Discipline.
- Ensures that SOPs are developed, implemented ad maintained.
- Guides staff development training where opportunities for improvement are identified.
- Interacts with other stakeholders to ensure that the customer care mandate is fulfilled.
Business development
- As a senior member of the management team, identifies business opportunities and escalates appropriately.
- Be sensitive to internal and external threats and alerts the management team where risks are identified.
Management role
- Actively executes the hospital’s strategic objectives
- Serves on committees as required
- Provides periodic management reports on customer care metrics.
- Actively participates in the DOH-Quality program (JAWDA or equivalent)
- Represents the management when required to do so
The incumbent is responsible for the following outputs:
Customer satisfaction
- Ensures that patient satisfaction surveys are conducted in a reliable and transparent manner.
- Ensure that patient satisfaction scores are maintained above the internal benchmark, and shows continuous improvement, by maintaining a structured customer care service.
- Ensures that the required processes are in place to deliver the customer care service.
- Ensures that all staff are competent and available to deliver the required customer care outputs.
- Ensure that any process deviation that negatively impacts on the satisfaction scores are immediately corrected.
- Identifies any opportunities for improvement and implements the required actions
Complaints
- Ensures that the complaints policy is strictly implemented and compliant with the regulatory requirements
- Ensures continuous improvement to the complaints process.
- Ensures that each complaint is investigated and resolved within the required timelines, and that feedback is given to the complainant.
- Analyzes complaint trends to identify areas for improvement
VIP Clients
- Establishes and maintains a VIP coordinator team, from within the customer care team.
- This team will have the sole responsibility of managing the entire VIP client journey from the initial contact to when they receive follow-up call at home. Keeps the management informed of any VIP visits.
Operational management
- Ensures that the structure is in place to deliver the customer care service., including:
- Staff deployment
- Rostering
- Absentee cover
- Equipment and physical environment
- Connectivity
- Relevant stakeholders
- Ensures that professional standards are maintained within the Department.
- Through the supervisors, ensures operational control of the customer care team.
- Ensures training standards are maintained.
- Implements the required HR practices and policies related to
- Recruitment and selection
- On-boarding
- Annual appraisals
- Training
- Contract renewal
- Discipline.
- Ensures that SOPs are developed, implemented ad maintained.
- Guides staff development training where opportunities for improvement are identified.
- Interact
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