Customer Relationship Specialist (Internal/External) 56 views

The Customer relationship specialist is an essential part of the Maternal and Child Health (MCH) Specialty Center, committed to ensuring exceptional client and customer care services. This role involves working under the supervision of the Specialty Center Manager to manage client interactions, address inquiries and concerns, gather and manage client feedback, and ensure a positive experience for both Inpatient Department (IPD) and Outpatient Department (OPD) clients. The Client Care Executive is pivotal in maintaining and enhancing the center’s reputation for excellence in patient care and hospitality.

1. Key Responsibilities:

Client Interaction and Support:

• Welcome and greet clients warmly upon arrival, ensuring a positive first impression.
• Provide detailed and accurate information regarding the center’s services, procedures, and policies.
• Assist clients with appointment scheduling, follow-up calls, and reminders.
• Address client inquiries, concerns, and feedback promptly and effectively, ensuring high levels of satisfaction.

Hospitality Management:

• Ensure that all clients, both IPD and OPD, receive high-quality hospitality services.
• Monitor and enhance the comfort and convenience of clients during their visits.
• Coordinate with medical and administrative staff to ensure seamless service delivery and a comfortable environment for clients.

Client Feedback Management:

• Implement a robust client feedback system to gather insights and opinions from clients.
• Regularly review and analyze feedback to identify areas for improvement.
• Communicate feedback and suggested improvements to the Specialty Center Manager and relevant staff.
• Follow up with clients to address any unresolved issues and ensure ongoing satisfaction.

Service Coordination:

• Act as a liaison between clients and healthcare providers to ensure clear and effective communication.
• Coordinate with medical and administrative staff to ensure timely and efficient care delivery.
• Ensure all client documentation, including consent forms and medical records, are accurately maintained and updated.

Customer Service Excellence:

• Implement and uphold high standards of customer service and care throughout the client journey.
• Manage and resolve client complaints and issues with empathy and professionalism.
• Conduct regular follow-up calls to gather feedback and ensure ongoing client satisfaction.

Administrative Duties:

• Maintain a clean, organized, and welcoming reception area and entire the facility.
• Manage and safeguard client files, ensuring confidentiality and compliance with data protection regulations.
• Prepare and distribute client care reports and metrics to the Specialty Center Manager.

Quality Improvement:

• Identify and propose areas for improvement in client care processes and service delivery.
• Participate in continuous training and professional development activities.
• Assist in the development and implementation of client care policies and procedures to enhance service quality.

Health Education and Advocacy:

• Provide clients with relevant health education materials and resources.
• Advocate for clients’ needs and preferences in interactions with healthcare providers.
• Support health promotion initiatives and programs within the center.

Team Collaboration:

• Work collaboratively with the entire center team to achieve common goals and enhance client care.
• Participate in team meetings and contribute to discussions on improving client services.
• Support colleagues in their roles when necessary to ensure seamless service delivery.