Customer Service Advisor

A vacancy exists for a Customer Service Advisor, based at Life Eugene Marais Hospital, reporting to Senior Nurse Manager. The incumbent will be responsible for optimising the patient’s experience by interpreting, managing, and communicating with desired patients, as well as addressing patient complaints within the hospital’s framework with an emphasis on quality, care, and patient experience principles to patients, their families, and visitors in the hospital.

Critical Outputs

Patient experience, customer focus and two-way communication

• Understands the hospital and patient environment.
• Visible in the unit during peak periods to manage customer expectations and concerns.
• Communicates information to the appropriate person(s) in proper time frames to meet patient, family, or visitors’ questions, concerns, and expectations in an appropriate manner.
• Achieves the department and hospital’s patient-centred outcomes by interacting with patients/families/customers and utilising feedback to improve and reinforce satisfaction.
• Focus on addressing specific contact points as measured by the PXM score.
• Escalates issues to relevant departments to ensure better service to our patients/customers.
• Assesses patient, family, or visitors’ questions and concerns and develops a plan to address needs.
• Incorporates key care, patient rights and responsibilities, and quality concepts into communication with patients and family.

Quality

• Utilizes PXM tools to improve patient and stakeholder experience.
• Meets the department and organisation’s customer-related quality goals.
• Initiates patient or family concern reports, as appropriate, when issues arise.
• Understands and practices patient care policies, procedures, and company values.
• Collaborates and cooperates with colleagues, peers, supervisors, and other healthcare providers effectively and efficiently to improve the quality, effectiveness, and efficiency of patient care.
• Analyses patient complaints and root causes in liaison with Quality Manager and assists in risk mitigation and action plans.
• Collects data about patient care problems, prepares reports, analyses trends, and reports information to appropriate departments for action.
• Addresses non-compliance or concerns raised with the relevant department in accordance with Life Healthcare protocols.
• Provides accurate and thorough reports to the hospital manager and nursing function.
• Assists with addressing training needs and professionalism of employees with the appropriate departments to improve customer satisfaction.

Administration

• Task orientated and administratively driven.
• Drafting, communicating, and analysing reports.
• Communication to patients and relevant stakeholders.
• Adhoc requests as and when deemed necessary related to the patient experience environment.
• Works in conjunction with marketing representatives and patient services department for the development of required branded hospital collateral to support the patient journey.

Requirements

• A minimum of a NQF level 6 Diploma in a relevant clinical field such as nursing, paramedic, or allied healthcare field such as social work.
• A minimum of 3 years’ relevant experience in a customer or patient services environment.
• Must be able to demonstrate exceptional communication skills, both verbal and in writing.
• Previous experience in the healthcare environment advantageous.
• Computer proficiency and literacy is a requirement.

Competencies

• Problem-solving, analysis, and judgement.
• Attention to detail.
• Resilience.
• Engaging diversity.
• Professional and technical proficiency.
• Excellence orientation.
• Building relationships.
• Customer responsiveness.
• Organizational awareness.
• Action orientation.
• Ethical behavior.

Email zaanri.keys@Lifehealthcare.co.za Closing date Monday, February 24, 2025.

Internal applicants - Before making an application, you are requested to discuss your application with your line manager. External candidates will also be considered.

Life Healthcare is an Equal Opportunity Employer.

Thank you for your interest in this opportunity. Kindly note that only shortlisted candidates will be contacted. Applicants who have not been contacted within two weeks of the closing date of this advert should consider their application as unsuccessful.