The Senior Customer Experience Agent is responsible for providing high-quality, patient-centered customer service to patients, visitors, families, and other stakeholders of Sir Lester Bird Medical Centre.

The position serves as a senior resource within the Customer Experience Department and supports the Customer Experience Manager in the day-to-day coordination of customer service activities. The Senior Customer Experience Agent assists with monitoring service standards, addressing customer concerns, supporting service recovery, and ensuring that customers receive timely, professional, and courteous assistance throughout their interactions with the Medical Centre.

KEY DUTIES AND RESPONSIBILITIES

CUSTOMER SERVICE DELIVERY

The Senior Customer Experience Agent shall:

1. Provide professional, courteous, and compassionate customer service to patients, visitors, families, and other stakeholders.
2. Serve as a visible customer service resource throughout the Medical Centre.
3. Assist patients and visitors with navigating the Medical Centre and accessing appropriate services.
4. Provide accurate information regarding hospital services, procedures, departments, and available resources.
5. Respond promptly and professionally to customer enquiries received in person, by telephone, or through other approved communication channels.
6. Promote a patient-centered approach in all customer interactions.
7. Ensure customer service standards are consistently maintained at all patient touchpoints.
8. Identify barriers affecting the patient and visitor experience and report them to the appropriate supervisor or manager.

CUSTOMER EXPERIENCE SUPPORT AND SERVICE RECOVERY

The Senior Customer Experience Agent shall:

1. Receive and respond to routine customer concerns and complaints.
2. Attempt to resolve customer concerns at the first point of contact where appropriate and within established authority.
3. Apply appropriate service recovery techniques when customers experience dissatisfaction.
4. Escalate complex, sensitive, or unresolved complaints to the Customer Experience Manager.
5. Follow up on customer concerns as directed to ensure appropriate resolution.
6. Document customer complaints, concerns, compliments, and service recovery actions accurately.
7. Identify recurring customer concerns and bring trends to the attention of the Customer Experience Manager.
8. Assist with initiatives designed to improve customer satisfaction and service delivery. 

SENIOR OPERATIONAL SUPPORT

The Senior Customer Experience Agent shall:

1. Assist the Customer Experience Manager with the daily coordination of Customer Experience activities.
2. Assist with the allocation and monitoring of daily assignments among Customer Experience Agents where required.
3. Monitor customer service coverage in designated areas and report staffing gaps or operational concerns.
4. Assist in ensuring that frontline customer service areas are appropriately staffed during operating hours.
5. Provide guidance to Customer Experience Agents regarding customer service procedures and standards.
6. Serve as the senior point of contact for Customer Experience Agents during periods when the Customer Experience Manager is unavailable, within the limits of delegated authority.
7. Assist with the implementation of departmental work plans and customer experience initiatives.
8. Assist with monitoring compliance with established customer service procedures and standards.

STAFF GUIDANCE, COACHING AND MENTORSHIP

The Senior Customer Experience Agent shall:

1. Provide day-to-day guidance and support to Customer Experience Agents.
2. Assist new Customer Experience Agents in becoming familiar with departmental procedures and customer service standards.
3. Participate in the orientation and onboarding of new Customer Experience staff.
4. Demonstrate appropriate customer service behaviours and professional conduct.
5. Provide informal coaching and feedback to staff regarding customer service practices.
6. Identify training needs and make recommendations to the Customer Experience Manager.
7. Assist with customer service training activities as assigned.
8. Encourage teamwork, professionalism, accountability, and a positive service culture.

CUSTOMER FEEDBACK AND MONITORING

The Senior Customer Experience Agent shall:

1. Assist with the collection of patient and customer feedback.
2. Encourage patients and visitors to provide feedback regarding their experience.
3. Assist with customer satisfaction surveys and other feedback mechanisms.
4. Monitor feedback received through approved channels.
5. Identify common themes and service concerns.
6. Assist with the preparation of customer feedback summaries and reports.
7. Make recommendations to improve customer service based on feedback received.

COMMUNICATION AND INTERDEPARTMENTAL COLLABORATION

The Senior Customer Experience Agent shall:

1. Maintain effective communication with clinical and non-clinical departments.
2. Liaise with relevant departments to assist in resolving customer concerns.
3. Facilitate communication between patients, visitors, staff, and appropriate departments where required.
4. Maintain positive working relationships with physicians, nurses, allied health professionals, administrative staff, and other employees.
5. Escalate operational or service delivery concerns to the Customer Experience Manager or relevant department manager.
6. Participate in departmental meetings and hospital committees or working groups as assigned.

CUSTOMER EXPERIENCE STANDARDS AND COMPLIANCE

The Senior Customer Experience Agent shall:

1. Promote compliance with the Medical Centre's customer service standards.
2. Ensure personal conduct reflects the values and service expectations of the organization.
3. Always maintain patient privacy and confidentiality.
4. Respect patient rights, dignity, cultural differences, and individual needs.
5. Comply with hospital policies, procedures, and applicable regulations.
6. Report breaches of customer service standards, confidentiality, safety, or patient rights.
7. Support hospital accreditation and quality improvement activities relating to customer experience.

DOCUMENTATION AND REPORTING

The Senior Customer Experience Agent shall:

1. Maintain accurate records of customer complaints, compliments, enquiries, and service recovery activities.
2. Prepare daily, weekly, or monthly reports as required.
3. Assist the Customer Experience Manager with the preparation of departmental reports.
4. Maintain records relating to customer feedback and service improvement initiatives.
5. Ensure all documentation is accurate, timely, confidential, and properly maintained.
6. Provide relevant information to the Customer Experience Manager to support departmental monitoring and decision-making.

QUALITY IMPROVEMENT

The Senior Customer Experience Agent shall:

1. Participate in customer experience improvement initiatives.
2. Identify opportunities to improve patient and visitor experiences.
3. Make recommendations for improving customer service processes.
4. Participate in customer service audits and monitoring exercises.
5. Assist in implementing corrective actions arising from customer complaints, surveys, audits, and reviews.
6. Support initiatives aimed at reducing recurring customer concerns.
7. Contribute to a culture of continuous improvement within the Customer Experience Department.

PROFESSIONAL RESPONSIBILITIES

The Senior Customer Experience Agent shall:

1. Maintain a high standard of professionalism and personal conduct.
2. Maintain confidentiality of patient and organizational information.
3. Demonstrate integrity, courtesy, empathy, and respect in all interactions.
4. Maintain appropriate professional boundaries.
5. Attend mandatory hospital training and departmental development activities.
6. Keep current with customer service practices and departmental procedures.
7. Demonstrate reliability, punctuality, and good attendance.
8. Perform duties in accordance with hospital policies and procedures.
9. Perform any other related duties assigned by the Customer Experience Manager or designated senior manager.

EDUCATION, COMPETENCIES AND WORK EXPERIENCE

Education

Essential:

• Secondary school leaving certificate/diploma or equivalent.
• Training in Customer Service, Hospitality, Business Administration, Healthcare Administration, Communications, or a related area.

Desirable:

• Associate Degree or other relevant post-secondary qualification.
• Certification or training in customer service, patient relations, conflict resolution, or service excellence.

Experience

• Minimum of three (3) years' experience in customer service, patient relations, hospitality, healthcare, administration, or a related field.
• Previous experience in a healthcare environment is highly desirable.
• Previous experience providing guidance, mentoring, or leading frontline staff is desirable.
• Experience handling customer complaints and service recovery is desirable.

KNOWLEDGE AND SKILLS

The Senior Customer Experience Agent should demonstrate:

• Excellent customer service and interpersonal skills.
• Strong verbal and written communication skills.
• Strong conflict resolution and problem-solving skills.
• Ability to handle difficult or sensitive customer interactions professionally.
• Strong organizational and time-management skills.
• Ability to work independently and as part of a team.
• Ability to prioritize competing customer service demands.
• Good judgment and decision-making skills.
• Ability to maintain confidentiality.
• Basic computer literacy and proficiency in Microsoft Office applications.
• Knowledge of patient-centered service principles.
• Ability to coach and mentor frontline employees.
• Ability to identify service gaps and recommend practical solutions.

REPORTING STRUCTURE RELEVANT TO POSITION

·         The Senior Customer Experience Agent reports directly to the Customer Experience Supervisor.

·         The position provides day-to-day guidance and support to Customer Experience Agents and may provide operational direction to frontline customer experience staff when delegated by the Customer Experience Manager.

·         The Senior Customer Experience Agent works collaboratively with clinical and non-clinical departments, patients, families, visitors, physicians, nurses, administrative staff, and other stakeholders to promote a positive customer experience.

PERFORMANCE GOALS

Performance appraisals will be based on the following goals, with detailed targets established annually.

Core Goals

• Deliver consistently high-quality customer service.
• Promote patient-centered service across all customer interactions.
• Respond to customer enquiries and concerns in a timely and professional manner.
• Support effective service recovery and complaint resolution.
• Maintain compliance with established customer service standards.

Leadership and Support Goals

• Provide effective guidance and mentorship to Customer Experience Agents.
• Support the Customer Experience Manager in daily departmental operations.
• Assist with staff orientation and customer service training.
• Promote teamwork, accountability, and professionalism within the department.

Quality Improvement Goals

• Identify and report recurring customer service concerns.
• Participate in customer experience improvement initiatives.
• Support customer satisfaction surveys and feedback activities.
• Assist in implementing corrective actions arising from customer feedback.

KEY PERFORMANCE INDICATORS (KPIs)

WORKING CONDITIONS

·         This is a shift-based position requiring the incumbent to work according to the operational needs of the Medical Centre.The standard shifts are:

• 7:00 a.m. – 3:00 p.m.
• 3:00 p.m. – 11:00 p.m.
• 11:00 p.m. – 7:00 a.m.
  
  
• The Senior Customer Experience Agent may be required to work outside normal business hours based on operational requirements.
• The position may require work on weekends and public holidays where departmental coverage is required.
• The incumbent will regularly interact with patients, visitors, families, employees, physicians, and other stakeholders.
• The position requires frequent movement throughout the Medical Centre.
• The incumbent may be required to manage difficult, sensitive, or high-pressure customer interactions.
• The position requires the ability to work effectively in a fast-paced healthcare environment.