Client Relations Supervisor

About the role

The Client Relations Supervisor is a senior member of the facility/cluster who models Mediclinic Way and delivers a passionate, caring experience to patients, their families and visitors. Reporting to the Client Relations Manager, the role coordinates day-to-day patient experience initiatives and feedback loops, manages and closes non-clinical patient complaints and facilitates clinical feedback with the Clinical Complaint Unit. It also monitors Net Promoter Scores (NPS), coordinates local action plans, carries out proactive inpatient rounding and supports outpatient experience improvements.

Key responsibilities

• Monitor NPS and implement local action plans
• Resolve non-clinical feedback and facilitate clinical complaints
• Conduct proactive inpatient rounding and support outpatient experiences
• Guide and influence staff on client experience policies and standards
• Coordinate with external survey providers and internal teams

Required profile

• Bachelor's degree in healthcare management, business administration, hospitality or a relevant field
• At least 3 years' experience in healthcare operations, client experience or customer service, including handling client feedback and complaints
• Desired: certification or training in service excellence, conflict resolution or patient experience management
• Desired: experience in airlines, hotels or aesthetics clinics

Required skills

• Client experience design and healthcare client experience expertise
• Knowledge of relevant client experience policies and procedures
• NPS interpretation and action planning
• Communication, stakeholder engagement, coaching and quality improvement
• Data analysis and interpretation