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Client Experience Specialist
3 weeks ago
OneHealth is a world-class healthcare provider present in Egypt, Nigeria & expanding in Africa; offering high-quality medical services alongside a unique customer journey. The goal is simple - to revolutionize the healthcare industry through a seamless customer experience, whether it is in physical branches via state of the art medical centers or virtually through 24/7 access to teleconsultation via digital channels.
With a global mindset that aims at elevating the customer healthcare journey, OneHealth medical centers offer one-stop-shop healthcare services by providing access to over 30 medical specialties and sub-specialties, advanced diagnostics, laboratory services, and electronic medical records for all customers, which makes going to the medical center or consulting a doctor virtually, a medical experience like no other
OneHealth is owned by AXA Group and is on a mission to provide exceptional healthcare solutions in emerging markets serving both insured and non-insured customers; and to make healthcare an affordable, trusted and above all convenient experience that all clients deserve.
**Objective**:
The Client Experience Specialist is primarily responsible for ensuring a seamless patient journey in all the medical centers of One Health. They are to interact with customers across all channels and platforms and coordinate with all internal stakeholders in order to keep fine-tuning the customers' experience as well as tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer services. They will provide on-ground support to the Operations team when required and will proactively think of strategic enhancements across every client touch point.
**Responsibilities**:
- Attend all clinic locations regularly (70% of job time) to ensure the process flow is aligned with client experience vision
- Support the Operations Team on ground when needed
- Flexibility in work time to work mainly during the peak clinical hours
- Report on clinic visits with proactive ideas on enhancement opportunities
- Strategically aligns with all stakeholders to ensure efficiency of execution of tasks related to client experience
- Track customer experiences feedbacks across online and offline channels with the feedback team
- Deal with extreme feedbacks customers, to attend to their needs and solve all their problems, in clinics, online and on the phone when needed
- Collaborate with the medical, operations, marketing, and sales teams to enhance customer services and brand awareness
- Identify customer needs and taking proactive steps to maintain positive experiences.
- Respond to customer queries in a timely and effective manner, within the team's SLA times
- Document processes and issues, as well as customer compliments and complaints
- Be informed and keep up to date with emerging technologies in CRM and propose internal improvement measures
- Assist in executing and implementing the Client Experience Team projects for onsite enhancements, in-clinic client journey and the client's digital journey
- Focus on building solid relationships with all staff including physicians and the medical team
**Requirements**:
- A Bachelor's degree in Marketing, Business Administration or related major from reputable university.
- 5-7 years relevant industry experience
- Extensive experience in gathering and interpreting customer experience information.
- Solid knowledge of online customer engagement platforms and channels.
- Proficiency in MS Office, as well as CX and CRM software.
- Exceptional interpersonal skills and a client-centered approach.
- Great organizational and time management abilities.
- Superb communication, collaboration, and problem-solving skills
- Ability to travel without restrictions
**Work Conditions**:
- Full Time basis 5 days / week.
