Customer Relations Manager – Landmark General hospital Vacancy Announcement; April 14, 2025
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Organization: Landmark General hospital
Position: Customer Relations Manager
Location: Addis Ababa
Employment: Full Time
Date of Announcement: April 14, 2025
Deadline: April 25, 2025
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Job Description
Department: Patient Experience
Location: Landmark General Hospital
Job Type: Full-time
Position Purpose
To ensure exceptional patient satisfaction by overseeing all aspects of service delivery, from operational coordination to personalized care experiences, while maintaining the highest standards of patient advocacy.
Core Responsibilities
1. Client Interaction & Coordination
- Manage phone triage, referrals, and personalized service coordination
- Serve as primary liaison for credit clients (billing inquiries, policy explanations)
- Resolve complex complaints and service breakdowns
- Coordinate all referral processes (incoming and outgoing)
- Liaise with outsourced service providers
2. System & Process Management
- Oversee appointment systems, payment processes, and service workflows
- Collaborate with Finance on billing reconciliations and policy updates
- Ensure technology systems support optimal patient experiences
- Personally guide patients through all service points:
- Oversee medical records, documentation stamps, and certificates
- Assist with room selection and admission paperwork
- Provide complete admission guidance (policies, billing, contacts)
- Premium Patient Service Management
4. Value-Added Patient Care
- Fulfill special requests:
- Language/cultural needs etc
- Celebrate patient milestones
- Conduct post-discharge check-ins for high-needs cases
- Service Efficiency Enhancements:
- Implement priority pathways for time-sensitive cases
5. Team Leadership
- Supervise reception, porters, cashiers, information desk, lab, pharmacy, patient assistants/customer managing officers, minor OR, ER, and all the departments that engage with customers
- Develop customer service policies, processes and training programs
- Conduct monthly performance reviews and coaching sessions
6. Quality management
- Implement feedback systems (surveys, interviews, focus group)
- Submit regular customer feedback report to quality unit
- Analyze data with Quality Teams to use for service improvement
- Wait Time Management
Customer Relations Manager Qualifications
Education:
- Bachelor’s degree in Nursing, or related clinical field
- Master’s degree in Public Health, Hospital Management, or Business Administration (preferred)
Experience:
- Minimum 3 years in healthcare customer relations/patient experience roles or quality management
- Proven track record in service quality improvement
- Preferred experience with VIP/concierge-level service delivery
Skills & Competencies:
- Exceptional crisis management and conflict resolution abilities
- Advanced interdepartmental coordination skills
- Interest to learn digital work in healthcare Customer Relation Management systems and patient flow software
- Strong data analysis for service optimization
- Multilingual capabilities (preferred)
Certifications (Preferred):
- Healthcare Customer Service Certification, Quality management
Quantity Required: 1
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How to Apply:
Visit us in person at Landmark General Hospital, located in Kirkos Sub City, near Genet Hotel, 4th floor, at the Human Resources Personnel Office.
For more information, contact us at Tel: 0115526215/0115525463
Application Deadline: April 25, 2025
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