EXECUTIVE, CUSTOMER CARE & EXPERIENCE

GENERAL DESCRIPTION

- The CCX Executive (CCX Ambassador) serves as the primary point of contact for patients, visitors, and hospital staff. This role ensures a positive patient experience by providing assistance, handling inquiries, resolving complaints, and maintaining a high level of service excellence. The CCX Ambassador plays a key role in ensuring patient satisfaction and a smooth hospital journey. This role involves interacting with customers through various channels, including phone, email, and in-person, to provide information about products and services.

Personal Attributes

- Empathy: Genuine concern for customers' needs and feelings.

- Resilience: Ability to remain positive and effective under pressure.

- Adaptability: Flexibility to adjust to changing situations and customer demands.

- Integrity: Maintaining honesty and ethical standards in all interactions.

- Enthusiasm: A positive and energetic attitude that enhances customer interactions.

- Attention to Detail: Ensuring accuracy and thoroughness in all tasks .

Responsibilities

Greet and assist patients, visitors, and caregivers in a courteous and professional manner.; Provide accurate information regarding hospital services, doctor availability, and appointment procedures.; Guide patients to the correct departments, clinics, or facilities.; Ensure that VIP and special-needs patients receive personalized assistance.; Assist patients with scheduling, rescheduling, and canceling appointments.; Guide patients through the registration process, ensuring accuracy in personal and medical details.; Coordinate with hospital departments to facilitate smooth patient flow.; Address and resolve patient concerns and complaints efficiently.; Escalate complex issues to the appropriate department or supervisor when necessary.; Maintain professionalism and empathy when handling difficult situations.; Monitor customer feedback and provide insights for service improvement.; Provide clear and accurate information regarding hospital procedures, billing, and policies.; Ensure patients understand their medical appointments, waiting times, and next steps.; Communicate hospital updates, health awareness campaigns, and service improvements to patients; Service Quality & Patient Experience Enhancement; Monitor and ensure a comfortable waiting area for patients and visitors.; Conduct satisfaction surveys and collect patient feedback for service improvement.; Recommend enhancements to hospital services based on patient feedback and observations.; Participate in training sessions to stay updated on product knowledge and customer service technique; Maintain and update patient service records and logs.; Support the hospital in organizing health talks, awareness campaigns, and events.; Assist in developing and implementing customer service policies and procedures.

Requirements

Diploma or Bachelor's degree in Customer Service, Hospitality, Communications, or a related field.; Minimum of 5–7 years in public relations, preferably in a healthcare or hospital setting.; Effective Communication: Ability to convey information clearly and effectively in both written and verbal forms.; Active Listening: Paying full attention to customers, understanding their needs, and responding appropriately .; Analytical Thinking: Ability to analyze issues and develop effective solutions.; Conflict Resolution: Skills to handle and resolve customer complaints and disputes amicably.; Data Analysis: Ability to analyze customer feedback and data to identify trends and areas for improvement.; Empathy: Understanding and sharing the feelings of customers to provide personalized service.; Patience: Remaining calm and patient, especially when dealing with difficult customers.; Multitasking: Ability to handle multiple tasks and prioritize effectively.; Time Management: Efficiently managing time to meet customer needs and deadlines.; Team Management: Leading and training customer service teams to ensure high-quality service.; Motivational Skills: Inspiring and motivating team members to perform at their best.; Ability to handle emergencies and unexpected situations calmly and effectively.; Understanding and respecting cultural differences to provide inclusive customer service.; Staying updated with the latest technology and tools to enhance customer service.