Job Summary

The Patient Experience Officer is responsible for ensuring a positive, seamless, and patient-centered experience for all clients accessing IHK services. The role focuses on patient engagement, service quality, feedback management, and resolution of concerns related to IHK services. The officer works closely with the IHK team and the Patient Experience function to uphold service excellence, confidentiality, and patient trust while promoting a culture of empathy, professionalism, and continuous improvement.

Job Details

• Promptly manage, investigate, and respond to customer complaints received through various service platforms, ensuring timely and empathetic resolution.
• Maintain accurate and up-to-date records of complaints, resolutions, and follow-up actions to ensure transparency, accountability, and traceability.
• Analyze customer feedback and service data to support continuous improvement of IHK services.
• Provide day-to-day operational support to the Service Excellence Executive in coordinating patient experience and service excellence activities.
• Conduct and support internal audits with strong attention to detail to identify service gaps and ensure compliance with established quality standards.
• Remain flexible and responsive to urgent enquiries, complaints, and operational needs as they arise.
• Assist in the development and implementation of service improvement initiatives and best practices across operational teams.

Requirements

• Bachelor’s degree in business administration, HR, Healthcare Management, or related field.
• Minimum of 1 years' experience in patient experience, customer service, service excellence, or a related role, preferably within a healthcare, or hospital environment.
• Demonstrated experience in handling customer complaints, feedback management, and service recovery across multiple platforms.

About Company

C-Care is a leading provider of medical care in Mauritius, Uganda, and Madagascar. From our world-class facilities to our cutting-edge treatments, we strive for excellence and compassion in everything we do at C-Care, from the care we provide to the way we treat our patients and their families. We employ only the most qualified medical staff, use the latest technology and equipment, and follow strict standards of safety and cleanliness. Our goal is to provide our patients with the best possible experience, from the moment they walk through our doors until the moment they leave our care. At C-Care, we believe that healthcare is about more than just treatment and cure. It is about caring for the whole person – mind, body and spirit. That is why our approach to healthcare is based on the philosophy of compassion, which means treating our patients and their families with kindness, understanding and respect.

• Promptly manage, investigate, and respond to customer complaints received through various service platforms, ensuring timely and empathetic resolution.
• Maintain accurate and up-to-date records of complaints, resolutions, and follow-up actions to ensure transparency, accountability, and traceability.
• Analyze customer feedback and service data to support continuous improvement of IHK services.
• Provide day-to-day operational support to the Service Excellence Executive in coordinating patient experience and service excellence activities.
• Conduct and support internal audits with strong attention to detail to identify service gaps and ensure compliance with established quality standards.
• Remain flexible and responsive to urgent enquiries, complaints, and operational needs as they arise.
• Assist in the development and implementation of service improvement initiatives and best practices across operational teams.

• Handling customer complaints
• Feedback management
• Service recovery
• Auditing
• Data analysis
• Communication
• Problem-solving
• Attention to detail
• Flexibility
• Empathy
• Professionalism

• Bachelor’s degree in business administration, HR, Healthcare Management, or related field.
• Minimum of 1 years' experience in patient experience, customer service, service excellence, or a related role, preferably within a healthcare, or hospital environment.
• Demonstrated experience in handling customer complaints, feedback management, and service recovery across multiple platforms.