• Application Deadline: Mon, 20 May 2024 00:00:00 GMT
• Position: Complaint & Feedback Management Officer


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience


• Location Delta , Imo


• City Asaba , Owerri


• Job Field Customer Care 
  

Roles and Responsibilities

• Receive and document complaints and feedback from patients, families, and stakeholders.


• Investigate complaints thoroughly, gathering relevant information to understand the nature of the issue.


• Collaborate with relevant departments to address and resolve complaints in a timely manner.


• Establish systems for collecting feedback from patients and stakeholders through surveys, suggestion boxes, and other channels.


• Compile and analyze feedback data to identify trends and areas for improvement.


• Communicate with complainants and provide updates on the status of their complaints.


• Ensure clear and effective communication with internal stakeholders regarding complaint resolution.


• Maintain detailed records of complaints, investigations, and resolutions.


• Generate regular reports summarizing complaint data, trends, and key performance indicators.


• Work collaboratively with relevant departments to implement changes and improvements based on feedback and complaint analysis.


• Contribute to the development of strategies to enhance overall service quality and patient satisfaction.


• Provide training to staff on effective complaint handling and communication.


• Raise awareness about the importance of feedback and its role in continuous improvement.


• Ensure that complaint handling processes comply with relevant healthcare regulations and organizational policies.


• Collaborate with customer service teams to enhance overall patient experience and satisfaction.


• Implement initiatives to address common issues and prevent recurring complaints.


• Mediate and resolve conflicts arising from complaints, fostering positive relationships with patients and stakeholders.


• Implement mechanisms for continuous monitoring of patient satisfaction and feedback trends.


• Propose and implement improvements based on emerging patterns and data analysis.

Qualifications

• Bachelor's Degree in Customer Service and any related field.


• Previous experience in complaint management or a related role in the healthcare sector.


• Strong interpersonal and communication skills.


• Analytical and problem-solving abilities.


• Empathy and the ability to handle sensitive situations with tact.


• Commitment to maintaining confidentiality and professionalism.