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Customer Experience Ambassador

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Job Title: Customer Experience Ambassador

Job Description

We are seeking a highly skilled and empathetic professional to serve as the face of our organization. The ideal candidate will be responsible for ensuring a positive and seamless experience for all customers, from their arrival to their departure.

The role requires strong focus on patient care, administrative coordination, and inter-departmental communication. As a Customer Experience Ambassador, you will embody the Service Vision by delivering personalized and empathetic care to every customer.

  • Key Responsibilities:
  • Greet all customers with warmth and politeness, guiding them to their required area.
  • Attend to all guests promptly, coordinate services as per their needs, and recognize repeat customers with personalized greetings.
  • Assist customers with filling out registration and other necessary forms, then complete the registration process to generate UHID Cards.
  • Provide special attention to VIP customers, ensuring all departments are alerted for smooth service delivery.
  • Keep customers comfortable and updated on any changes to their schedule.
  • Listen attentively to customer queries, respond appropriately, and escalate complex issues to a senior team member.
  • Provide timely updates on patients to their relatives.
  • Coordinate patient movement to consultant chambers, tracking waiting patients, and scheduling walk-in patients as open slots become available.
  • Make reservations for beds, booking the appropriate bed type as required.
  • Administrative Duties:
  • Utilize the Hospital Information System to prepare bills by accurately entering all lab orders, medications, and services.
  • Ensure all daily reports from various floors and areas are sent to the concerned authority without fail.
  • Maintain daily records, including a New Registration Tracker, OPD count, and daily collections.
  • Ensure the general cleanliness and welcoming atmosphere of the floor, including stocked magazine and pamphlet stands, and ambient music in the OP area.
  • Communicate clearly with both the clinical and administrative teams to ensure smooth operations.
Required Skills and Qualifications

Customer Service: Exceptional interpersonal skills with a polite and empathetic demeanor.

Organizational Skills: Excellent ability to manage multiple tasks, from registration and billing to coordinating patient movement.

Communication: Strong verbal and written communication skills to interact effectively with customers, families, and staff.

Problem-Solving: The ability to calmly and effectively resolve customer queries and escalate issues when necessary.

IT Proficiency: Familiarity with hospital information systems and administrative portals.

Teamwork: A proactive and collaborative mindset to ensure smooth inter-departmental operations.

Benefits

This role offers a unique opportunity to make a meaningful impact on the lives of our customers. If you are passionate about delivering exceptional customer experiences and possess excellent communication and problem-solving skills, we encourage you to apply.