Officer, Customer Feedback & Resolutions

Confidential Employer

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Job Overview

Location

Owerri, Imo, Nigeria

Employment Type

Full-time

Work Arrangement

On-site

Sector

Healthcare & Medical

Experience Level

Mid-level (3-5 years)

About the Company

Our client is a forward-thinking healthcare management organization dedicated to modernizing secondary healthcare delivery in Imo State, Nigeria. They are committed to providing accessible, high-quality healthcare services through innovative management and strategic oversight. The organization aims to reshape public healthcare, creating an environment where both patients and professionals can thrive.

With a recent reconstitution to boost operational efficiency and administrative excellence, they are actively seeking skilled professionals to join their mission-driven team. This is an opportunity to contribute to a transformative journey in healthcare, valuing innovation, integrity, and the pursuit of healthcare excellence for all residents.

Job Description

We are seeking a dedicated Officer, Customer Feedback & Resolutions to join a leading healthcare management organization in Owerri, Imo State. This role is crucial for enhancing patient and stakeholder satisfaction by effectively managing feedback, complaints, and grievances.

You will be responsible for investigating and resolving issues in accordance with organizational policies and healthcare regulations, ensuring fairness and transparency. A key aspect of this role involves analyzing feedback trends to identify areas for improvement in patient care and service delivery, thereby contributing to a culture of responsiveness and patient-centeredness.

This position offers a unique opportunity to make a significant impact on healthcare delivery within Imo State. If you are passionate about improving healthcare experiences and possess strong communication and problem-solving skills, we encourage you to apply.

To apply for this role, click the Apply button on this page and follow the instructions.

Required Skills

Customer ServiceGrievance HandlingStakeholder EngagementComplaints ManagementHealthcare RegulationsCommunication SkillsProblem-SolvingConflict ResolutionFeedback Management SystemsData Analysis

Key Responsibilities

Receive, document, and track feedback, complaints, and grievances from patients, staff, and stakeholders using established healthcare systems.
Investigate and resolve issues in accordance with organisational procedures, ensuring fairness, transparency, and compliance with healthcare regulations.
Communicate resolutions, follow-up actions, and outcomes to complainants and relevant parties.
Analyse feedback and grievance data to identify trends, root causes, and areas for improvement in patient care and service delivery.
Collaborate with clinical and administrative departments to address systemic issues and implement corrective actions.
Support the development and delivery of training programmes on feedback management, customer service, and grievance handling for healthcare staff.
Maintain confidentiality and professionalism in handling sensitive patient and staff issues.
Contribute to the development and improvement of feedback and grievance mechanisms in healthcare settings.
Participate in quality assurance audits and service improvement initiatives.

Qualifications

3–5 years’ professional experience in customer service, grievance handling, stakeholder engagement, or complaints management, preferably in healthcare or public health.
Bachelor’s degree in Public Administration, Healthcare Management, Human Resources, or a related field.
Demonstrated experience in managing feedback and grievance processes in healthcare settings.
Strong communication, problem-solving, and conflict resolution skills.
Proficiency in feedback management systems and data analysis tools.
Ability to handle sensitive patient and staff issues with discretion and professionalism.
Experience in training or capacity-building for healthcare staff is an advantage.
Knowledge of healthcare regulatory standards and patient rights.
Must be a resident of Imo State or open to relocation.

How to Apply

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<p>This pivotal role focuses on enhancing the patient and stakeholder experience by meticulously managing feedback, complaints, and grievances. You will be instrumental in ensuring that all concerns are addressed promptly and effectively, adhering to organizational policies and healthcare regulations. Your analysis of feedback trends will drive improvements in patient care and service delivery, fostering a culture of continuous enhancement and patient-centeredness.</p>