JOB DETAILS:
Purpose:
Ensure excellent client service, retention, increased loyalty, and overall client satisfaction in clinic operations.

Key Duties & Responsibilities:
1. Service Improvement & Complaint Resolution:
o Identify opportunities to enhance services.
o Address and follow up on patient complaints and staff concerns promptly.
o Document and track complaints to resolution.
2. Client Satisfaction:
o Develop strategies to enhance the client experience.
o Monitor feedback and address issues promptly.
o Provide timely, accurate reports on feedback.
3. Operational Excellence:
o Align client interactions with policies.
o Collaborate across departments to address needs.
o Streamline communication and reduce waiting times.
4. Performance Metrics:
o Monitor satisfaction scores, response times, and resolution rates.
o Set and review team performance goals.
5. Client Advocacy:
o Represent client needs within the organization.
o Foster a client-centered culture.
6. Training & Development:
o Provide continuous training to team members.
o Keep the team updated on procedures and regulations.
7. Team Leadership:
o Supervise and mentor the Client Experience Team.
o Manage daily operations and conduct performance reviews.
8. Operations Monitoring:
o Track equipment downtime and service interruptions affecting client satisfaction.
o Address disciplinary issues in collaboration with senior management and HR.

Qualifications & Experience:
• Education:
o Bachelor’s degree in a business-related field (mandatory).

o Postgraduate qualification in Management (preferred).
• Experience:
o 5 years in the service industry, with 3 years in middle management (preferably in healthcare).

Required Skills:
• Leadership and business acumen.
• Effective communication and interpersonal skills.
• Competency in budgeting, planning, and MS Office.
• Knowledge of Navision and C-CARE philosophy.
• Problem-solving and independent decision-making.
• Team management and performance tracking.