Client Relations Officer

About the role

Lenmed is recruiting a Client Relations Officer for its Quality Management department at Ethekwini Hospital and Heart Centre in Durban. The officer acts as a bridge between the hospital, patients and their families, safeguarding the patient experience, ensuring policy compliance and handling complaints and experience issues.

Key responsibilities

• Enhance the customer experience and visit every patient at least once a day, recording visits and issues in the Lenmed digital Customer Experience Management (CEM) system.
• Manage the process and resolution of all reported issues.
• Assist with formal complaints, including accountability, investigation, resolution and reporting on the CEM system.
• Extract, analyse and provide monthly customer experience reports from the CEM system.
• Oversee CEM improvement campaigns and strategies.
• Supervise baby photos and supply new mothers with the Group's baby certificate.
• Handle doctor relations and act as brand custodian.

Required profile

• Grade 12 or equivalent NQF Level 4 qualification.
• 1 year of marketing or client relations experience.
• Able to work long shifts and hours when required.

Required skills

• Advanced computer literacy.
• Time management, flexibility and interpersonal skills.