Executive, Customer Care & Experience

GENERAL DESCRIPTION

The CCX Executive (CCX Ambassador) serves as the primary point of contact for patients, visitors, and hospital staff. This role ensures a positive patient experience by providing assistance, handling inquiries, resolving complaints, and maintaining a high level of service excellence. The CCX Ambassador plays a key role in ensuring patient satisfaction and a smooth hospital journey. This role involves interacting with customers through various channels, including phone, email, and in-person, to provide information about products and services.

JOB DESCRIPTION

Patient Assistance & Front Desk Management

• Greet and assist patients, visitors, and caregivers in a courteous and professional manner.
• Provide accurate information regarding hospital services, doctor availability, and appointment procedures.
• Guide patients to the correct departments, clinics, or facilities.
• Ensure that VIP and special-needs patients receive personalized assistance.

Appointment & Registration Support

• Assist patients with scheduling, rescheduling, and canceling appointments.
• Guide patients through the registration process, ensuring accuracy in personal and medical details.
• Coordinate with hospital departments to facilitate smooth patient flow.

Complaint Handling & Conflict Resolution

• Address and resolve patient concerns and complaints efficiently.
• Escalate complex issues to the appropriate department or supervisor when necessary.
• Maintain professionalism and empathy when handling difficult situations.
• Monitor customer feedback and provide insights for service improvement.

Communication & Information Dissemination

• Provide clear and accurate information regarding hospital procedures, billing, and policies.
• Ensure patients understand their medical appointments, waiting times, and next steps.
• Communicate hospital updates, health awareness campaigns, and service improvements to patients
• Service Quality & Patient Experience Enhancement
• Monitor and ensure a comfortable waiting area for patients and visitors.
• Conduct satisfaction surveys and collect patient feedback for service improvement.
• Recommend enhancements to hospital services based on patient feedback and observations.
• Participate in training sessions to stay updated on product knowledge and customer service technique

Administrative & Operational Support

• Maintain and update patient service records and logs.
• Support the hospital in organizing health talks, awareness campaigns, and events.
• Assist in developing and implementing customer service policies and procedures.

JOB REQUIREMENT

Education

• Diploma or Bachelor's degree in Customer Service, Hospitality, Communications, or a related field.

Knowledge & Experience

• Minimum of 5–7 years in public relations, preferably in a healthcare or hospital setting.

 Skills & Competencies:

Communication Skills:

• Effective Communication: Ability to convey information clearly and effectively in both written and verbal forms.
• Active Listening: Paying full attention to customers, understanding their needs, and responding appropriately.

Problem-Solving Skills:

• Analytical Thinking: Ability to analyze issues and develop effective solutions.
• Conflict Resolution: Skills to handle and resolve customer complaints and disputes amicably.

Technical Proficiency:

• Data Analysis: Ability to analyze customer feedback and data to identify trends and areas for improvement.

Customer Service Skills:

• Empathy: Understanding and sharing the feelings of customers to provide personalized service.
• Patience: Remaining calm and patient, especially when dealing with difficult customers.

​Organizational Skills:

• Multitasking: Ability to handle multiple tasks and prioritize effectively.
• Time Management: Efficiently managing time to meet customer needs and deadlines.

Leadership Skills:

• Team Management: Leading and training customer service teams to ensure high-quality service.
• Motivational Skills: Inspiring and motivating team members to perform at their best.

Special Skills Required:

• Ability to handle emergencies and unexpected situations calmly and effectively.
• Understanding and respecting cultural differences to provide inclusive customer service.
• Staying updated with the latest technology and tools to enhance customer service.

Personal Attributes:

• Empathy: Genuine concern for customers' needs and feelings.
• Resilience: Ability to remain positive and effective under pressure.
• Adaptability: Flexibility to adjust to changing situations and customer demands.
• Integrity: Maintaining honesty and ethical standards in all interactions.
• Enthusiasm: A positive and energetic attitude that enhances customer interactions.
• Attention to Detail: Ensuring accuracy and thoroughness in all tasks.