Officer, Customer Feedback & Resolutions

Job description

Job Summary The Officer, Customer Feedback & Resolutions will be responsible for managing feedback, complaints, and grievances from patients, staff, and stakeholders, ensuring timely and effective resolution in line with organisational policies and healthcare regulatory standards. The role will be responsible for analysing feedback trends, facilitating corrective actions, and promoting a culture of responsiveness and patient-centred care. 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. 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. Our client is a visionary healthcare management organisation at the forefront of modernizing and elevating secondary healthcare delivery in Imo State, Nigeria. Recently reconstituted to enhance operational efficiency and administrative excellence, this dynamic institution is committed to ensuring that residents across the state have access to affordable, high-quality healthcare services. By leveraging innovative management practices and strategic oversight, they are reshaping the landscape of public healthcare, fostering an environment where both patients and healthcare professionals thrive. As part of their ambitious growth and transformation agenda, they are now seeking passionate, skilled, and forward-thinking professionals to join their team. This is an exceptional opportunity for qualified individuals who are eager to contribute to a mission-driven organization and make a tangible impact on healthcare delivery in Imo State. If you are a dedicated professional with a commitment to excellence and a desire to be part of a transformative journey in healthcare, we invite you to explore the exciting career opportunities available. Join a team that values innovation, integrity, and the pursuit of healthcare excellence for all.