Overall Responsibility

• Support the Customer Experience team in delivering a positive patient experience by assisting with patient engagement, feedback collection, service recovery, customer communication, and monitoring patient experience standards.

Key Responsibilities:

• Support the delivery of excellent patient and customer experience across the facility.
• Welcome, guide, and assist patients and visitors with general service-related inquiries.
• Collect, document, and follow up on patient feedback, complaints, and compliments.
• Assist in monitoring customer experience and identifying service gaps.
• Support customer satisfaction surveys and other customer experience initiatives.
• Escalate customer concerns requiring further intervention to the appropriate supervisor.
• Maintain accurate customer experience records and assist in preparing reports.
• Support implementation of customer experience improvement initiatives.
• Perform any other duties assigned by the supervisor.

Job Qualifications & Skills

• Bachelor’s Degree in Customer Experience, Marketing, Hospitality Management, Public Relations, Communications, Business Administration, or a related field.
• Must have graduated within the last two (2) years.
• Excellent communication and interpersonal skills.
• Good listening and problem-solving skills.
• Professional, courteous, and confident in dealing with people.
• Good computer skills and attention to detail.
• A proactive, enthusiastic, and willing-to-learn attitude.