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.

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