Ciuci (pronounced see-u-see) Consulting, established in 2007, is a global operations management firm specializing in the optimization of business operations through innovative strategies and consumer intelligence with a focus on socio-economic impact.
We are recruiting to fill the position below:
Job Title: Complaint & Feedback Management Officer
Locations: Asaba, Delta and Owerri, Imo
Employment Type: Full-time
Roles and Responsibilities
- Receive and document complaints and feedback from patients, families, and stakeholders.
- Investigate complaints thoroughly, gathering relevant information to understand the nature of the issue.
- Collaborate with relevant departments to address and resolve complaints in a timely manner.
- Establish systems for collecting feedback from patients and stakeholders through surveys, suggestion boxes, and other channels.
- Compile and analyze feedback data to identify trends and areas for improvement.
- Communicate with complainants and provide updates on the status of their complaints.
- Ensure clear and effective communication with internal stakeholders regarding complaint resolution.
- Maintain detailed records of complaints, investigations, and resolutions.
- Generate regular reports summarizing complaint data, trends, and key performance indicators.
- Work collaboratively with relevant departments to implement changes and improvements based on feedback and complaint analysis.
- Contribute to the development of strategies to enhance overall service quality and patient satisfaction.
- Provide training to staff on effective complaint handling and communication.
- Raise awareness about the importance of feedback and its role in continuous improvement.
- Ensure that complaint handling processes comply with relevant healthcare regulations and organizational policies.
- Collaborate with customer service teams to enhance overall patient experience and satisfaction.
- Implement initiatives to address common issues and prevent recurring complaints.
- Mediate and resolve conflicts arising from complaints, fostering positive relationships with patients and stakeholders.
- Implement mechanisms for continuous monitoring of patient satisfaction and feedback trends.
- Propose and implement improvements based on emerging patterns and data analysis.
Qualifications
- Bachelor's Degree in Customer Service and any related field.
- Previous experience in complaint management or a related role in the healthcare sector.
- Strong interpersonal and communication skills.
- Analytical and problem-solving abilities.
- Empathy and the ability to handle sensitive situations with tact.
- Commitment to maintaining confidentiality and professionalism.
Application Closing Date
17th April, 2024.
https://www.hotnigerianjobs.com/hotjobs/609406/complaint-feedback-management-officers-at-ciuci-co.html