Customer Experience Officer

Our Purpose “Igniting Greatness” Our Mission We empower every person within our community, through our Circle of Care, to go beyond what they think is possible” Our 5 Values Collaboration, Integrity, Empathy, Excellence, Empowerment Key Responsibilities: 1. Operational Oversight: - Manage day-to-day gym and clinic operations, including scheduling, inventory management, vendor relationships and facility maintenance. - Collaborate with fitness coaches and clinicians to optimize workflow and patient care processes. 2. Process Improvement: - Implement best practices for appointment scheduling, billing, insurance verification, and patient communication. 3. Quality Assurance: - Work closely with to identify and report any issues or discrepancies to the Hub manager and Head of CX - Implement and maintain quality assurance protocols to uphold the highest standards of patient care. 4. Brand Representation - Product mastery; you must understand the Circle of Care as our unique offering and the value it brings to our clients - Promote our brand values and image through positive interactions and professional demeanour. - Educate customers about our products, services, and promotions. - Distribute promotional materials and samples to enhance brand awareness. 5. Regulatory Compliance: - Ensure compliance with healthcare regulations, accreditation standards, and licensing requirements. - Serve as a primary point of contact for patient enquiries, feedback, and concerns. - Implement effective communication channels to keep patients informed about clinic services, promotions, and updates. 6. Resolution of Issues: - Address and resolve patient concerns or complaints promptly and professionally. - Collaborate with healthcare providers to ensure swift resolution of clinical issues affecting patient satisfaction. - Developing guidelines and strategies for dealing with various types of customer service challenges. Insurance and Direct Billing ● Submit GOP (Guarantee of Payment) requests to respective insurance companies. ● Review medical reports and records to ensure alignment with current files, sheets, and requests. ● Utilise Hubspot and Rayasel to manage clinical leads and client load across the UFIT Group. ● Communicate with insurance companies regarding patient eligibility, policies, and coverage limits. ● Follow up on pending direct billing arrangement requests. ● Ensure clinic Standard Operating Procedures(SOPs) are up to date, including all insurance and front desk SOPs. ● Collaborate with physiotherapists to ensure timely submission of medical and Progress reports, and to update any changes in patient diagnoses or insurance policyholders. Reports to : Head of Customer Experience and Hub Manager Support at UFIT Events You will be called upon to work at some of our events based on a roster which may fall over the weekend; off in lieu will be provided in this scenario Qualifications: - Previous experience in clinic management and customer service roles, preferably in a fitness and or healthcare setting. - Strong organizational and leadership skills. Reports to: Customer Service Manager Customer Service Lead: 1. Client Experience Enhancement: - Develop and implement strategies to enhance the overall client experience, from appointment scheduling to post-visit follow-ups for all clients. - Gather client and Hub Manager feedback and implement improvements to meet and exceed customer satisfaction goals. 2. Front Desk Operations: - Oversee front desk activities, including client check-in, registration, and appointment scheduling. - Employ customer service best practices and ensure a welcoming and professional atmosphere. - Ensure Insurance Direct billings process is adhered to and to flag any issues with billings early to the Hub Manager 3. Communication: - Excellent interpersonal and communication skills. - Knowledge of healthcare regulations and compliance requirements. - Ability to multitask, prioritize, and problem-solve in a fast-paced environment. This dual role is pivotal in ensuring the seamless operation of the Hub while prioritizing a positive and client/ patient-centric experience. The successful candidate will contribute to the clinic's growth and reputation through effective management and exceptional customer service.