Customer Relations Officer (Ministry of Health and Medical Services)

The position is responsible in providing information to service users on hospital activities and maintain positive reputation of the hospital. Ensure the provision of quality health care and services are delivered to all customers in a prompt and efficient manner. Ensure customer complaints are attended to in a timely manner.

Key Responsibilities

1. Engaging with service users on expectations of service provision.

2. Liaising with Operational staff on feedback of service provision.

3. Attend to customer complaints in a timely manner.

4. Oversee the continuous quality improvement by auditing services provided against set standards.

5. Collecting data, analysing informing relevant personnel for use in planning and improvements in customer services through development and implementation of improvement plans.

6. Assist in training and educating staff on customer service.

7. Actively contribute to all corporate requirements of the Ministry, including planning, budgeting and selection activities when required.

Knowledge & Experience

1. 1. At least 18 months experience in customer service in a healthcare setting or similar
2. 2. Sound knowledge of data collection and analysis, interpretation and presentation
3. 3. An understanding of conducting audit and implementation of quality improvement
4. 4. At least one year experience in system/process analysis and production of investigative reports and action plans
5. 5. Knowledge and understanding of Quality Assurance in Healthcare

Skills & Abilities

1. 1. Good people skills for constructive engagement with customers or service users to handle complaints
2. 2. Good command of spoken and written English with the ability to communicate with people at different levels and from different background
3. 3. Ability to use computer programs, such as Microsoft Office software
4. 4. Possess the skills and ability in analysing and planning work processes to achieve targets
5. 5. Ability to plan, develop and organize work in a timely manner.
6. 6. Service oriented approach, with a commitment to supporting the operational / corporate environment of the organisation.

Additional Information

Key Performance Indicators

Performance will be measured through the following indicators:

1. Routine engagement with service users is undertaken within designated service area(s) and documented and monthly reports on service user feedback is submitted.

2. All customer complaints are attended to in accordance with policy.

3. Service audits are conducted, documented and where necessary, quality improvement activities are initiated as required.

4. Actively contribute to all corporate requirements of the Ministry, including planning, budgeting and selection activities when required

Contact Information

For any enquires please contact Ms Litiana Namosimalua on email litiana.namosimalua@health.gov.fj or telephone 3306177 ext 340226