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.