POSITION

COMPETENCY REQUIREMENT

KEY RESPONSIBILITIES

N ^o  of Post

Customer Care Officer

EDUCATION AND EXPERIENCE

• He/she must have Minimum a Diploma in Hospitality Management or any related field
• A minimum of two (2) years’ experience in Hospitality Management Preferably in the hospital settings

SKILLS AND ABILITIES

• Deep knowledge of work processes and/or procedures such as daily patient care tasks, planning, and organization
• Basic computer knowledge.
• Excellent verbal, written, and interpersonal skills.
• Disposition, tact, courtesy, enthusiasm, cooperation, and sincerity as they affect fellow workers and others.
• Makes clients and their needs a primary focus of work and actions. This includes clients that are both internal and external to the Hospital.
• Gives out information and ideas clearly and concisely, including the requirement to inform and persuade.

• Retrieval of all patient records in advance of the booked appointment
• All copies of blood investigations and radiological reports to be filed in appropriate sections of the patient files before the appointment
• Filing to be completed daily
• Appointments to be noted either in the appointment book or on a database if used
• Clinical staff appraised daily of the appointment list for their clinic/ surgery
• Patients requiring Blood investigations, X-rays , and removal of Plaster Of Paris  are requested to come in earlier to have these completed before the appointment
• Constant contact maintained with patients, receptionist and Clinical staff to ensure smooth flow through the Department and to be able to warn the patient if there are anticipated delays
• A database of complaints maintained in order to identify bottlenecks or other problems so that these issues can be addressed
• Awareness of the functioning of the hospital, transport networks, Pharmacy Policy, and Procedures
• Awareness of the Policies and Procedures governing the Out-Patient and Emergency Medical Departments
• To ensure that Results of all waiting times surveys analyzed and reported to the customer care Manager
• Wheelchairs are cleaned and the footrests are in place
• Adherence to all Health and Safety Policies and Procedures
• Compliance with Infection Prevention and Control Policies and Procedures maintained
• Ensure that directions for patients are adequate and maintained: for example, colored lines/stripes/ painted footsteps for patients to follow to different wards areas
• Patient and personnel fire and emergency evacuations practiced annually
•  Monitor all exits for obstacles, boxes, and vehicles blocking the free flow of people exiting that area

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