Senior Marketing and Patient Experience Officer

Job Summary

The Senior Marketing and Patient Experience Officer is responsible for creating communication plans to reach out to current and prospective patients/clients. The position heads the meetings with the healthcare provider's leadership team to strategize marketing plans, develop strategic partnerships with local clinics and other healthcare organizations as well as analyzing marketing data and reporting it to leadership as needed.

To administer and support the patient life cycle to meet company’s objectives of profitability, patient satisfaction and stakeholder experience. To combine leadership skills with a desire to provide a positive customer experience to lead the customer success team. To organize and develop a way to measure how customers perceive the product and/or service the healthcare facility provides.

Job Responsibilities 1

Responsible to achieve assigned area sales target, meeting clients, generate prescription and visit pharmacy for market survey.

Responsible for achievement of assigned area sales target.

Responsible for visiting healthcare facilities or potential clients as per assigned plan.

Responsible for building good customer relationship among the network of coverage.

Responsible for visiting pharmacies & check product availability movement & report on competitors activities.

Responsible for reporting daily on doctors visits, feedback , requirements & follow up as required.

Responsible to presentation for  key account area sales and situation for the assigned area regularly.

Ensure that a positive patient/visitor experience is well maintained in the area.

Assist in planning, directing and overall coordination of Guest Relation services.

Interact directly with patients, families, visitors and staff on a daily basis.

Facilitate real time service recovery as it directly connects to the patient and their family.

Coordinate and maintain staff competency in the area of bereavement and family and patient centered care.

Serve as a bereavement resource while on duty.

In consultation with the Director, implement an effective customer relationship management system to foster customer loyalty.

Job Responsibilities 2

Oversee the day-to-day customer operations to ensure delightful customer experience at all stages of the customer engagement.

Assist the Director in establishing coordination with the internal teams to deliver seamless customer service.

Assist the Director in establishing value generating business partnerships.

Oversee the day-to-day partner operations to ensure fruitful partner experience.

Have the capability to learn and perform needed patient interface skill sets, including patient billing, if needed.

Contribute to the preparation of timely and accurate reports to meet departmental requirements, policies, and standards.

Contribute to the identification of opportunities for the continuous improvement of systems, processes and practices to increase productivity and operational efficiency and adhere to all relevant department’s policies, processes, procedures and instructions so that work is carried out in a controlled and consistent manner.

Follow all relevant organizational HSE and QM policies, processes, procedures and instructions to ensure Health, Safety and Quality compliance in all aspects of work and ensure commitment to a culture of continuous improvement by complying with Quality Management System processes, providing and receiving constructive feedback, to meet quality standards and stakeholder expectations.

Additional Responsibilities 3

Job Knowledge & Skills

Substantial experience of developing, delivering and evaluating high profile integrated marketing or communications campaigns and has profienciency in SAP ERP.

Substantial experience of working with corporate partnerships and or funders in a communications or marketing role, working to tight deadlines and multiple stakeholders and different priorities to manage.

Solid experience of working with branding principles and application of these in a marketing and communications role. 

Good knowledge of audience insight principles, how to gather and use insight to improve impact in communications.

Excellent written and verbal communications skills and experience of developing a range of emotionally engaging content for multi-media channels, that tailors messages and finds innovative and creative marketing techniques to reach diverse audiences.

Job Experience

 Minimum 5 years working experience, 3 years relevant working experience, 2 years GCC experience is a plus.

Competencies

Education