Customer Experience and Health Communications Associate

Role Summary

The Customer Experience and Health Communications Associate supports patient engagement and delivers exceptional customer service across the pharmacy’s digital and communication channels. The role is responsible for responding to patient enquiries, coordinating order follow-ups, supporting health education initiatives, and maintaining accurate patient engagement records. Working at the intersection of customer service and health communication, the Associate helps ensure a seamless, patient-centred experience while promoting health awareness and supporting community outreach initiatives.

Key Responsibilities

• Respond to patient enquiries via phone, WhatsApp, email, and other digital channels in a timely, professional, and empathetic manner.
  
• Follow up on medication orders, delivery status, prescription confirmations, and other patient service requests to ensure a seamless customer experience.
  
• Support patient onboarding onto the pharmacy platform and loyalty programmes by providing guidance and resolving onboarding queries.
  
• Assist in developing, scheduling, and publishing health education and promotional content across social media and digital communication channels under supervision.
  
• Record patient feedback, monitor service quality, and escalate complaints, clinical concerns, or service issues to the appropriate team members.
  
• Maintain accurate patient records, communication logs, and engagement data within internal systems.
  
• Support the planning and coordination of community health education campaigns, outreach activities, and awareness events.
  
• Monitor customer satisfaction metrics, communication response times, and engagement performance, and prepare reports for continuous service improvement.
  
• Collaborate with pharmacy, operations, and marketing teams to ensure consistent messaging and a high-quality patient experience.
  
• Perform other customer experience, communications, and administrative duties as assigned.