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.