. Develop and own the comprehensive execution plans for every front line unit (call center, appointments, customer care and reception)
2. Play an ambassadorial role in developing a strong ‘Customer Experience’ mindset and culture within the organization
3. Work with internal departments in the aim of optimizing customer experience
4. Lead the review mechanism between customer feedback/quality assurance/complaints and the operational services
5. Responsible for customer journey mapping for the hospital and continuously improving the processes using customer analytics and research
6. Work with internal departments to maintain an internal-hospital space that is in line with the brand proposition
7. Develop customer experience playbook for use and training
8. Maintain awareness of market development around customer care best practices
9. Conduct marketing surveys on current and new service concepts
10. Identifies self-learning needs and take initiative to meet those needs.
11. Develops and maintains own professional knowledge, clinical competency and skills utilizing reflective practice and maintaining a professional portfolio.
12. Participates in service activities that contribute to positive patient outcomes, a positive patient experience and a healthy professional environment.
13. Interacts with children, visitors in a courteous, respectful and helpful manner