Customer Liaison Officer | Trauma Unit

• Understands the hospital and patient environment in particular the emergency unit and triage system
• Visible in the emergency unit during peak periods to manage customer expectations and bed bookings/admissions
• Communicates information to the appropriate person(s) in proper time frames to meet patient, family or visitors' questions, concerns, and expectations in an appropriate manner
• Achieves the department and hospital's patient-centred outcomes by interacting with patients/families/customers and utilising feedback to improve and reinforce satisfaction.
• Focus on addressing specific contact points as measured by emergency unit PXM score
• Escalates issues to relevant departments to ensure better service to our patients/customers.
• Assesses patient, family or visitors' questions and concerns and develops a plan to address needs.
• Incorporates key care, patient rights, responsibilities, and quality concepts into communication with patients and family.

• Utilizes PXM tools to improve patient and stakeholder experience.
• Meets the department and organisation's customer-related quality goals.
• Initiates patient or family concern reports, as appropriate, when issues arise.
• Understands and practices patient care policies, procedures, and company values.
• Collaborates and cooperates with colleagues, peers, supervisors and other healthcare providers effectively and efficiently to improve the quality, effectiveness and efficiency of patient care.
• Analyses patient complaints and route cause in liaison with Quality Manager and assists in risk mitigation and action plans.

• Collects data about patient care problems, prepares reports, analyses trends, and reports information to appropriate departments for action.
• Addresses non-compliance or concerns raised with the relevant department in accordance with Life Healthcare protocols.
• Provides accurate and thorough reports to the hospital manager and nursing function.
• Assists with addressing training needs and professionalism of employees with the appropriate departments to improve customer satisfaction.

• As and when required.
• Adhoc requests as and when deemed necessary related to the patient experience environment.
• Works in conjunction with marketing representatives and patient services department for the development of required branded hospital collateral to support the patient journey.

• A minimum of a NQF level 6 Diploma in a relevant clinical field such as nursing, paramedic, or allied healthcare field such as social work. A marketing related diploma will also be accepted.
• A minimum of 3 year's relevant experience in a customer or patient services environment.
• Must be able to demonstrate exceptional communication skills, both verbal and in writing.
• Previous experience in the healthcare environment advantageous
• Computer proficiency

• Engaging diversity
• Influencing
• The capacity to work well under pressure and remain polite even when consumers are angry and unreasonable
• Excellent personal presentation
• Communication skills - verbal and written
• Building relationships
• Customer responsiveness
• Initiative

Life Healthcare