Senior Customer Experience Officer

Job Summary


We are seeking a proactive and experienced Senior Customer Experience Officer to lead our patient service delivery efforts.
This strategic role involves supervising the Customer Experience team, ensuring smooth clinic operations, managing patient communications, and driving a strong customer-focused culture across the hospital.
The ideal candidate will collaborate closely with consultants, hospital leadership, and administrative departments to implement service standards, resolve cross-functional issues, and elevate patient satisfaction.


Key Responsibilities


Supervise and coordinate the daily activities of Customer Experience Officers to ensure excellent service delivery.
Act as the escalation point for complex, unresolved, or sensitive customer issues.
Ensure consistent and professional communication with patients via telephone, email, in writing, and face-to-face.
Oversee patient registration, clinic flow, follow-ups, and rescheduling.
Ensure professional handling of patient communications and complaints.
Liaise with consultants, hospital leadership, HMOs, and corporate clients.
Lead the implementation of customer service policies and patient satisfaction surveys.
Monitor performance metrics, analyze feedback, and drive service improvement.
Manage the preparation and delivery of medical reports, bills, and official correspondence.
Train and mentor Customer Experience Officers while fostering a culture of empathy and responsiveness.
Any other duties assigned by Management from time to time.


Qualifications


A Bachelor's Degree in Mass Communication / English / Social Sciences or a related field.
A minimum of 5 years of working experience in customer service, with at least 2 years in a supervisory or team lead role.
Experience in the healthcare sector is a strong advantage.
Desirable Certifications: CRM Certification, Customer Experience Management, or similar professional qualifications
Must have completed NYSC


Skills and Competencies:


Strong leadership and team management ability
Advanced understanding of patient relations and healthcare service delivery
High proficiency in CRM systems and Microsoft Office tools (Word, Excel, PowerPoint)
Strong written and oral communication skills
Effective conflict resolution, emotional intelligence, and multitasking abilities.
Proactive, analytical mindset with a passion for continuous improvement



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