Imara Hospital
JOB OPENING – CLIENT EXPERIENCE OFFICER
Imara Hospital, a rapidly expanding healthcare institution nestled in Embu County, is poised to become the premier healthcare provider in the Mount Kenya region. Dedicated to enhancing the lives of individuals in underserved communities, we deliver top-tier healthcare services at an affordable rate, underpinned by compassion and service excellence. Our recently inaugurated 100-bed hospital, situated 7 kilometers from Embu town along the Embu-Kiritiri road, embodies our commitment to accessible and quality healthcare.
ROLE SUMMARY
As a Client Experience Officer at Imara Hospital, you will spearhead efforts to deliver exceptional customer experiences across both physical and digital touchpoints. Your role revolves around fostering and maintaining robust relationships between the organization, its clientele, and staff members. By ensuring seamless client-centric interactions, managing contact centers, orchestrating digital marketing strategies, and leveraging insights gleaned from research and experimentation, you will play a pivotal role in shaping Imara Hospital’s reputation as a healthcare leader.
SPECIAL SKILLS AND COMPETENCIES REQUIRED
Client Experience and Digital Marketing
- Proficiency in internal marketing strategies.
- Aptitude for establishing and nurturing customer relationships.
- Strong listening skills and conflict resolution abilities.
- Exceptional communication prowess across all stakeholders.
- Tech-savviness and comfort with digital platforms.
- Capability to conduct and analyze research comprehensively.
- Skill in creating and presenting analytical reports.
- Fluency in multitasking and task shifting.
- Ability to create relevant online/digital content.
DUTIES
- Oversee client experience and enquiry desks, ensuring optimal coverage.
- Manage inbound and outbound calls, as well as patient appointment scheduling.
- Coordinate doctor schedules and room allocations efficiently.
- Uphold stringent client service standards and etiquette among staff.
- Facilitate smooth patient flow throughout the hospital.
- Respond promptly and courteously to patient inquiries and concerns.
- Monitor key performance indicators and customer satisfaction metrics.
- Analyze marketing and communication journeys across various channels.
- Develop and review relevant policies and procedures.
- Conduct conflict resolution and dispute mediation when necessary.
- Drive digital marketing initiatives aligned with organizational goals.
- Conduct customer and market surveys to inform decision-making.
- Ensure every patient receives an exemplary experience at Imara Hospital.
- Provide training on customer experience and internal marketing to staff.
- Assist in external marketing activities under the guidance of the marketing team.
LEVELS OF AUTHORITY
Directly report to the Head of Client Experience.
EXPECTED PERFORMANCE STANDARDS
- Ensure feedback surveys are completed by >30% of outpatient and 100% of inpatient clients.
- Respond to patient inquiries within 24 hours and social media inquiries within 30 minutes.
- Facilitate the creation of monthly written and video blogs by major departments.
- Achieve a minimum of 40 hours of training annually.
ACCOUNTABILITY
- Maintain impeccable client service standards.
- Ensure accuracy and timeliness in client communications.
- Safeguard patient confidentiality and data security.
- Uphold the 5s policy at the workstation.
JOB CONDITIONS
- Minimum 48 working hours per week, with overtime compensation.
- Occasional work on holidays and weekends.
- Travel allowance provided for marketing activities.
- Entitled to 30 days of annual leave.
MEASURES
- Monthly reports on client service and digital marketing performance.
- Timely submission of monthly reports and customer satisfaction surveys.
- Biannual market surveys.
PEOPLE MANAGEMENT
- Provide leadership for inquiry desk and digital marketing staff.
- Coordinate client interactions and information flow.
- Mediate conflicts and ensure staff adherence to service standards.
- Foster collaboration among departments.
MINIMUM ACADEMIC QUALIFICATIONS REQUIRED
- Bachelor’s degree/diploma in a relevant field.
MINIMUM WORK EXPERIENCE REQUIRED
- Minimum of 2 years’ experience in client experience, marketing, call center, or front office roles.
SPECIFIC COMPETENCIES
- Experience in conducting customer surveys and market research.
- Proficiency in data analysis and reporting.
- Tech-savviness and familiarity with digital trends.
- Mastery of Microsoft Office suite.
- Strong public speaking and presentation skills.
APPLICATION
Send your application to jobs@imaramed.org. Please write in English.
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Expert Tips To Be A Successful Applicant for Client Experience Officer Position
- Showcase your experience: Demonstrate your proficiency in client experience and digital marketing through specific examples in your resume and cover letter.
- Highlight your communication skills: Emphasize your ability to communicate effectively with diverse stakeholders, a crucial aspect of the role.
- Display adaptability: Illustrate instances where you successfully navigated challenging situations or multitasked efficiently.
- Demonstrate leadership potential: Showcase your capacity to lead teams and drive initiatives that enhance customer satisfaction and organizational goals.
- Showcase your analytical abilities: Provide examples of how you’ve analyzed data to derive insights and improve processes.
- Express passion for healthcare: Communicate your genuine interest in contributing to the healthcare sector and making a positive impact on patient experiences.
- Research the organization: Familiarize yourself with Imara Hospital’s values and mission to tailor your application accordingly.
- Provide references: Include references who can attest to your professionalism, communication skills, and ability to excel in client-facing roles.
- Customize your application: Tailor your resume and cover letter to highlight relevant experiences and skills that align with the specific requirements of the Client Experience Officer position.
- Follow up: After submitting your application, consider following up with a polite email or phone call to express your continued interest in the role and inquire about the status of your application.
SAMPLE COVER LETTER FOR A CLIENT EXPERIENCE OFFICER POSITION
[Your Name]
[Your Address]
[City, State, Zip Code]
[Your Email Address]
[Your Phone Number]
[Date]
[Hiring Manager’s Name]
Imara Hospital
[Hospital Address]
Embu County
Dear [Hiring Manager’s Name],
I am writing to express my interest in the Client Experience Officer position at Imara Hospital, as advertised. With a Bachelor’s degree in [Your Relevant Field] and over [Number of Years] years of experience in client service and digital marketing, I am confident in my ability to contribute effectively to your team.
Throughout my career, I have demonstrated a strong commitment to delivering exceptional customer experiences and driving digital marketing initiatives that align with organizational objectives. In my previous role at [Previous Company/Organization], I spearheaded efforts to streamline client interactions and optimize digital platforms, resulting in a significant increase in customer satisfaction ratings and online engagement.
I am particularly drawn to Imara Hospital’s mission of providing accessible and compassionate healthcare to underserved communities. I am excited about the opportunity to leverage my skills and expertise to contribute to your organization’s growth and success.
Thank you for considering my application. I look forward to the possibility of discussing how my background, skills, and passion for healthcare can contribute to the success of Imara Hospital. Please find my resume attached for your review.
Sincerely,
[Your Name]
FREQUENTLY ASKED QUESTIONS
- What is the working hours requirement for this position?
- The position requires a minimum of 48 working hours per week.
- Is overtime compensated?
- Yes, extra hours worked are compensated as per our overtime policy.
- Are there any travel requirements associated with this role?
- Occasionally, travel to different organizations and communities may be required for scheduled marketing activities. Travel allowance is provided based on the job group.
- How many days of annual leave are employees entitled to?
- Employees are entitled to 30 days of annual leave.
- What are the key performance indicators (KPIs) for this role?
- Key performance indicators include patient satisfaction rates, response times to inquiries, completion of customer feedback surveys, and the production of digital marketing content.
- Is fluency in any specific languages required for this position?
- Fluency in English is required for effective communication with clients and colleagues. Additional language proficiency may be advantageous but is not mandatory.
- What opportunities for professional development are available?
- Imara Hospital is committed to fostering the growth and development of its employees. Opportunities for professional development include training sessions, workshops, and access to resources for skill enhancement.
- How is conflict resolution handled within the organization?
- Conflict resolution is managed through open communication, mediation, and adherence to established policies and procedures. Employees are encouraged to address conflicts constructively and seek support from management when needed.
- What is the process for submitting feedback or suggestions for improvement?
- Employees are encouraged to share feedback and suggestions through designated channels such as team meetings, suggestion boxes, or directly with their supervisors. Feedback is valued and considered in ongoing efforts to enhance operations.
- Does the hospital provide any employee benefits or perks?
- Yes, Imara Hospital offers a range of employee benefits and perks, including competitive compensation, healthcare benefits, opportunities for career advancement, and a supportive work environment.
POSSIBLE CLIENT EXPERIENCE OFFICER INTERVIEW QUESTIONS WITH ANSWERS
- Question: How do you prioritize tasks in a fast-paced environment?
- Answer: I prioritize tasks by assessing urgency and importance, utilizing tools such as to-do lists and calendars. I ensure critical tasks are addressed promptly while allocating time for long-term projects and ongoing responsibilities.
- Question: Can you provide an example of a challenging customer interaction you successfully resolved?
- Answer: In a previous role, I encountered a dissatisfied customer who had experienced a service issue. I actively listened to their concerns, empathized with their situation, and proposed a solution that exceeded their expectations. By demonstrating empathy and offering a proactive resolution, I was able to turn the situation around and retain the customer’s loyalty.
- Question: How do you stay updated on industry trends and best practices in client experience?
- Answer: I stay updated on industry trends through continuous learning, attending workshops, webinars, and networking with professionals in the field. I also regularly review industry publications and subscribe to relevant newsletters to stay informed about emerging trends and best practices.
- Question: How do you handle confidential patient information to ensure privacy and compliance?
- Answer: I handle confidential patient information with the utmost care and adhere to HIPAA regulations and organizational policies. I ensure that protected health information is securely stored, accessed only by authorized personnel, and never disclosed without proper consent.
- Question: How do you approach training and mentoring colleagues on client service etiquette?
- Answer: I approach training and mentoring colleagues by leading by example, providing constructive feedback, and offering support and guidance. I conduct interactive training sessions, share real-life scenarios, and encourage open communication to foster a culture of continuous improvement in client service.
- Question: Can you describe your experience with digital marketing and content creation?
- Answer: In my previous role, I spearheaded digital marketing initiatives, including creating engaging content for various online platforms. I have experience in developing social media campaigns, optimizing website content, and analyzing digital marketing metrics to drive engagement and conversions.
- Question: How do you handle competing priorities and manage time effectively?
- Answer: I prioritize tasks based on urgency and importance, utilizing time management techniques such as the Eisenhower Matrix. I delegate tasks when necessary, set realistic deadlines, and regularly reassess priorities to ensure efficient use of time and resources.
- Question: How do you approach conflict resolution among team members?
- Answer: I approach conflict resolution by facilitating open communication, actively listening to all parties involved, and seeking common ground for resolution. I encourage collaboration, empathy, and mutual respect, fostering a positive team dynamic and minimizing conflicts.
- Question: Can you provide an example of a successful digital marketing campaign you led?
- Answer: In a previous role, I conceptualized and executed a digital marketing campaign that resulted in a significant increase in website traffic and online engagement. By leveraging targeted content, strategic advertising, and data-driven insights, we successfully reached our target audience and achieved our campaign objectives.
- Question: How do you adapt to changes in technology and incorporate new tools into your workflow?
- Answer: I stay adaptable by continuously learning about new technologies and tools through online courses, workshops, and self-study. I embrace innovation, experiment with new tools, and seek opportunities to enhance efficiency and effectiveness in my work.
We wish you the best in your application process and encourage you to explore the exciting opportunities available at Imara Hospital. Our commitment to attracting and retaining the best employees from all backgrounds underscores our dedication to becoming a leading development partner in healthcare. Please note that Imara Hospital is an equal opportunity employer and does not charge any application or recruitment fees, whether refundable or not.
To apply for this job email your details to jobs@imaramed.org
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