Client Experience Officer

Job Summary

As a Client Experience Officer, your primary responsibility is to oversee and enhance the end to-end

client experience within the clinic location. This involves guiding and assisting clients throughout the

process, ensuring their comfort, emotional well being, and satisfaction.

It also involves playing a vital role in driving a customer centric culture, managing client interactions,

conducting satisfaction surveys, implementing improvement strategies, and ensuring efficient follow

up and billing processes. By delivering compassionate service and fostering a welcoming environment, you will play a vital role in helping our clients realize their dreams of starting or expanding their families.

Key Responsibilities

• Fostering a customer-centric culture at the clinic location, managing client interactions, and ensuring timely service.
• Conducting customer satisfaction surveys, collaborating on improvement strategies, implementing initiatives to enhance customer experience, and providing regular reports on customer engagement and satisfaction.
• Ensure timely client interactions at different stages of their treatment cycle by driving adherence to our follow-up systems. This includes proactively reaching out to clients and providing necessary support and guidance.
• Maintain compliance with appointment management systems and SOPs, ensuring a streamlined process. This involves monitoring appointment scheduling, confirming appointments, and ensuring that team members adhere to established protocols.
• Supervise the billing and cashiering procedures for clients, ensuring precise calculations and avoiding any loss of revenue.
• Provide support in the supervision of non-medical aspects of clinic operations, encompassing administrative tasks and facility management.

Requirements

• Bachelor’s degree in any field preferably, healthcare administration, or related field.
• Minimum of 3 years experience in a similar role, preferably in a healthcare setting.
• Excellent interpersonal and communication skills, with the ability to interact effectively at all levels.
• Strong organizational and multitasking abilities to handle a high volume of inquiries and tasks.
• Proficiency in using computer systems, electronic medical records, and office software.
• Compassionate, patient-oriented, and a genuine desire to help others.
• Demonstrates high levels of responsibility, accountability, integrity, and ethical standards.
• Ability to work collaboratively in a team environment while also being self-motivated and proactive.
• Knowledge of fertility treatments, IVF procedures, and reproductive health is desirable but not mandatory.