CLIENT EXPERIENCE OFFICER

CLIENT EXPERIENCE OFFICER

Imara Hospital, a rapidly expanding healthcare institution nestled in Embu County, is poised to become the premier healthcare brand in the Mount Kenya region in the coming years. Our mission is to enrich the lives of individuals in underserved communities by delivering affordable, world-class healthcare with compassion, underpinned by service excellence. Strategically located along the Embu-Kiritiri road, our newly launched 100-bed capacity facility, merely 7 kilometers from town, stands as a beacon of hope for accessible and exceptional healthcare.

ROLE SUMMARY

As a Client Experience Officer at Imara Hospital, you play a pivotal role in ensuring impeccable customer experiences, both in-person and across digital platforms. Acting as the primary liaison between the organization, its esteemed staff, and our valued clients, you will orchestrate a seamless client-centric journey, oversee the contact center operations, drive digital marketing initiatives, and leverage insights gleaned from research and experimentation to continually enhance our service delivery.

SPECIAL SKILLS AND COMPETENCIES REQUIRED

• Client experience and digital marketing expertise
• Proficiency in internal marketing strategies
• Exceptional relationship-building skills
• Effective conflict resolution abilities
• Strong communication skills across all stakeholders
• Aptitude for organization and planning
• Comfortable with technology and adept at multitasking
• Competency in conducting and analyzing research
• Creation of compelling online content
• Proficiency in generating and presenting analytical reports

DUTIES

• Manage client experience and enquiry desks
• Handle inbound and outbound calls
• Coordinate patient appointments
• Oversee doctors’ schedules and room allocations
• Maintain stringent client service standards and etiquette
• Facilitate smooth patient flow within the hospital
• Respond promptly and courteously to patient inquiries
• Conduct marketing and communication analyses
• Develop and review relevant policies and procedures
• Resolve conflicts among staff and stakeholders
• Drive digital marketing initiatives
• Conduct customer and market surveys
• Ensure the delivery of exceptional customer experiences
• Provide training on customer experience and internal marketing
• Perform external marketing activities under guidance
• Conduct regular ward rounds to gather patient feedback
• Contribute to the continuous improvement of patient experiences

LEVELS OF AUTHORITY

• Direct Reports to Head of Client Experience

EXPECTED PERFORMANCE STANDARDS

• Maintain high patient survey participation rates
• Prompt response to patient inquiries and social media engagement
• Regular creation of departmental online content
• Completion of annual training hours

ACCOUNTABILITY

• Adherence to 5S policy
• Exceptional client service both on-site and online
• Accurate and timely dissemination of information
• Proper patient booking and service coordination
• Maintenance of client service phone etiquette
• Protection of patient confidentiality

JOB CONDITIONS

• Minimum 48 working hours per week
• Compensation for extra hours as per policy
• Potential work on holidays and weekends
• Occasional travel required
• Entitlement to annual leave

MEASURES

• Monthly performance reports
• Customer satisfaction surveys
• Biannual market surveys

PEOPLE MANAGEMENT

• Leadership for inquiry desk and digital marketing staff
• Coordination of new clients and visitors
• Facilitation of interdepartmental communication
• Conflict prevention and resolution
• Training on client service etiquette
• Collaboration with all hospital 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, or call center roles, preferably in a hospital setting

SPECIFIC COMPETENCIES

• Proficiency in customer surveys and market research
• Analytical skills for data review and insights generation
• Technological proficiency and digital trend awareness
• Microsoft Office proficiency
• Report writing skills
• Policy creation and review
• Public speaking and presentation skills

APPLICATION PROCESS

Please send your application to jobs@imaramed.org. Kindly ensure your application is in English.

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SAMPLE COVER LETTER FOR A CLIENT EXPERIENCE OFFICER POSITION

Dear [Recipient Name],

I am writing to express my keen interest in the Client Experience Officer position at Imara Hospital, as advertised. With a Bachelor’s degree in [Your Relevant Field] and over [X years] of experience in client-centric roles, I am confident in my ability to contribute effectively to your esteemed institution.

In my previous roles, I have demonstrated proficiency in managing client relationships, resolving conflicts, and implementing innovative strategies to enhance customer experiences. My strong communication skills, coupled with a passion for service excellence, align seamlessly with the values upheld by Imara Hospital.

I am particularly drawn to the opportunity to leverage my expertise in digital marketing to drive impactful initiatives that resonate with your diverse clientele. Imara Hospital’s commitment to providing affordable healthcare with compassion resonates deeply with me, and I am eager to contribute to your mission.

Thank you for considering my application. I am excited about the possibility of joining your dynamic team and contributing to the continued success of Imara Hospital.

Sincerely, [Your Name]

HOW TO BE A SUCCESSFUL APPLICANT FOR THE CLIENT EXPERIENCE OFFICER POSITION

1. Tailor your application to highlight relevant experience in client experience, marketing, or call center roles.
2. Showcase your proficiency in conducting customer surveys and market research.
3. Emphasize your technological skills and familiarity with digital trends.
4. Demonstrate your ability to resolve conflicts and maintain exceptional client service standards.
5. Highlight your achievements in creating and implementing innovative strategies to enhance customer experiences.
6. Ensure your application reflects a passion for service excellence and commitment to the organization’s mission.
7. Provide clear and concise examples of your communication skills and ability to work effectively in a team.
8. Quantify your accomplishments where possible to demonstrate tangible results.
9. Follow application instructions carefully and submit all required documents.
10. Express genuine enthusiasm for the opportunity to join the team at Imara Hospital.

Possible Client Experience Officer Interview Questions With Answers

1. How do you handle conflicts between clients and staff members? Example Answer: In my previous role, I encountered conflicts between clients and staff members. I addressed these situations by actively listening to both parties, empathizing with their concerns, and finding mutually beneficial solutions.
2. Can you describe a time when you implemented a successful digital marketing campaign? Example Answer: In my previous role, I spearheaded a digital marketing campaign that resulted in a significant increase in online engagement and customer acquisition. By leveraging targeted ads and compelling content, we successfully reached our target audience and achieved our campaign goals.
3. How do you stay updated on current digital trends and technologies? Example Answer: I stay updated on digital trends by regularly attending industry conferences, participating in online forums, and reading industry publications. Additionally, I actively seek out opportunities for professional development to enhance my skills and knowledge in this area.
4. How would you handle a situation where a patient expresses dissatisfaction with their experience at our hospital? Example Answer: If a patient expresses dissatisfaction, I would first listen attentively to their concerns and empathize with their experience. I would then apologize for any inconvenience caused and take immediate steps to address their issues, whether it involves resolving the issue directly or escalating it to the appropriate department for further investigation.
5. Can you provide an example of a time when you successfully managed multiple tasks simultaneously? Example Answer: In my previous role, I frequently managed multiple tasks simultaneously by prioritizing my workload, setting clear deadlines, and effectively communicating with stakeholders. By staying organized and proactive, I was able to complete tasks efficiently while maintaining a high standard of work quality.

We wish you the best in your application process. Imara Hospital is committed to attracting and retaining the best employees from all races and backgrounds in our continued effort to become a better development partner. We are an equal opportunity employer and do not charge any application/recruitment fees, whether refundable or not.