Patient Liaison Officer needed at Empact Group

Job Description

• Reporting to the Project Manager or Catering Manager, the incumbent will be responsible for overseeing the assigned patient experience, aligning with sector strategies, contract requirements, and statutory regulations. The role also involves ensuring the efficient and effective resolution of patient complaints to deliver a high-quality foodservice experience.

Education and Experience required:

• Matric  
• Experience in the catering industry, particularly within the healthcare sector
• Proven ability to supervise and manage staff effectively

Key areas of responsibility:

• Customer Service
• Manage daily operational issues relevant customer satisfaction and retention of the business
• Daily ward rounds, trend identifying and change management to improve patient experience
• To ensure that the service provided is in line and better than set targets
• Manage the catering service to patients optimally to surpass client and customer expectations.
• Attend all relevant meetings with client and management team and ensure communication to relevant parties
• Ensure staff are adequately trained and adhere to Empact and client processes and procedures to better service delivery.
• All training records signed for training done on new procedures and ensuring that processes are followed without fail
• Manage and monitor service level agreements and continuously strive to improve service offering.
• Menu standardization implementation and ongoing monitoring

Knowledge, Skills, and Competencies:

• Excellent knowledge of the catering environment 
• Excellent knowledge of Health and Safety policies and processes relevant to the catering industry 
• Computer literate (MS Office) 
• Excellent customer services skills 
• Good communication skills, able to multitask, good leadership skills, and corporate individual.  
• Must be a team player with a customer focused approach