Patient Relations Officer (Night Duty) needed at Melomed Private Hospitals

Description

• Supervise the functionality and performance of the 24-hour WhatsApp bot, ensuring it operates smoothly and effectively during designated shift hours.
• Address and resolve patient queries and issues that the bot cannot handle and escalate enquiries and complaints to relevant departments as needed.
• Review patient interactions with the bot to identify issues or areas for improvement and provide feedback to the Client Service Officer who will advise the development team.
• Prepare daily reports summarising patient interactions, common issues, and escalations during the shift.
• Perform routine checks to ensure the WhatsApp bot is updated and functioning correctly, reporting any technical issues to IT support.
• Maintain professional and clear communication with patients and colleagues to ensure a high level of customer / patient satisfaction.
• Stay updated on new features and functionalities of the WhatsApp bot and participate in training sessions as required.

Requirements

• Grade 12
• Relevant Tertiary Qualification will be advantageous
• Minimum of 2 years’ experience in a client services role, preferably in a 24/7 support environment
• Previous experience working in a hospital environment will be advantageous
• Familiarity with WhatsApp Business API and basic troubleshooting techniques
• Experience with CRM systems is advantageous
• Excellent verbal and written communication skills with the ability to manage difficult situations calmly and effectively
• Strong analytical skills with the ability to quickly identify and resolve issues
• Keen attention to detail to ensure accuracy in reporting and communication
• Availability to work evening/morning shifts, including weekends and public holidays
• A strong commitment to providing exceptional service to patients/stakeholders
• Ability to work effectively in a fast-paced environment and adapt to changing client needs
• Works well independently and as part of a team to ensure continuous support coverage