JOB SUMMARY

• To ensure safe and efficient transportation of patients to and from healthcare facilities while adhering to medical protocols, traffic laws, and safety regulations to ensure patients receive timely and secure transportation

KEY RESPONSIBILITIES

• Drive the ambulance safely and in accordance with traffic regulations, ensuring the safety of patients, medical staff, and other road users as well as Providing transport to staff for official work as required
• Assist in the transportation of patients to and from the hospital or other medical facilities, ensuring a smooth and timely process
• Conduct regular inspections and maintenance of the ambulance to ensure it is in good working condition, including checking fuel levels, oil, tires, and other essential components and report any malfunctions to the Operations Manager
• Respond promptly to emergency calls and be prepared to transport patients in critical condition, providing support to medical personnel during transit
• Keep stock of ambulance supplies such as oxygen gas, mask, gloves and gowns and ensure that the ambulance is always stocked
• Maintain constant communication with dispatch over radio and constantly giving the, status updates
• Ensure that all medical equipment, supplies, and medications in the ambulance are in place, functional, and properly stored
• Maintain accurate records of all trips, including patient details, mileage, fuel usage, and any incidents that occur during transport
• Assist nurses with basic medical tasks during transport, such as moving patients, monitoring vital signs, or administering oxygen when needed
• Adhere to all hospital policies, safety standards, and legal regulations related to ambulance operations and patient care QUALIFICATIONS
• Certificate in Emergency Technician, EVOC or any other related field
• Valid driving license
• Certificate in BLS/ACLS or EMT as an added advantage
• 4 years of work experience as an Ambulance Operator in a busy hospital

JOB SKILLS

• Strong understanding of traffic laws
• Excellent communication, excellent customer service skills, team Player and Good interpersonal skills
• Strong organizational and time-management abilities

SPECIAL SKILLS AND COMPETENCIES REQUIRED

• Client experience and digital marketing
• Internal marketing and strategy to internal marketing
• Establish and maintaining excellent customer relationships
• Listening skills
• Ability to resolve conflicts and difficult situation
• Remain calm in demanding and high tension situations
• Excellent at communication with staff, clients, and other stakeholders
• Good organizational and planning skills
• Able to comfortably work with computers and tech savvy
• Ability to conduct and review research end-to-end
• Creating and presenting analytical reports
• Ability to create relevant online/ digital content
• Ability to multitask/ task shift between different departments and functions efficiently

DUTIES:

• Ensuring coverage of client experience desk/ enquiry desk/ contact centre
• Managing inbound and outbound calls
• Patient appointment management
• Management of doctors on duty and room allocation, be aware of the doctors on duty and doctors expected and their time of arrival
• Ensuring strict client service standards and etiquette are maintained by all staff in the hospital
• Facilitates smooth patient flow through the hospital at all service points, “conveyor-belt” like, cyclical movement of patients in the shortest time possible.
• Ensure timely response to inquiries by patients, prospective patients, and visitors in a courteous manner.
• Enquiry management and recording for recommendation of most sought for services.
• Monitoring and report on key performance indicators such as patient visits and customer satisfaction rates etc.
• Analyzing marketing and communications journeys across events and digital and traditional campaigns which may include direct mail, edms, sms, phone calls
• Formulation and review of relevant policies and procedures
• Conflict/ dispute resolution amongst staff and other stakeholders
• Ensure digital marketing activities are conducted as per management plans
• Ensure client centric digital content creation by all departments.
• Ensure frequent customer and market surveys are conducted and insights integrated into decision making.
• Ensuring every customer of IMH Hospital receives the best Experience.
• Educate colleagues on the various ways to humanize patient experience based on feedback from individual patients and their families.
• Handling customer complaints to completion in-line with the hospital Customer Experience policy.
• Conducting regular ward rounds in conjunction with other team leaders to interview patients, inquire about their respective experiences’ and address any matters that may require immediate attention.
• Conducting monthly training to all staff on customer experience and internal marketing
• Perform external marketing under the guidance of the marketing manager/marketing team

MINIMUM ACADEMIC QUALIFICATIONS REQUIRED

• A Bachelor’s degree/ diploma in any relevant field

MINIMUM WORK EXPERIENCE REQUIRED

• A minimum of 2 years’ experience in client experience, marketing, call center or front office in a busy and reputable organization. Working experience in a busy hospital is highly encouraged

SPECIFIC COMPETENCIES (e.g. software application skills, strategic planning, analytical & results orientation…)

• Experience in conducting customer surveys and market research
• Analytical skills in reviewing and analyzing research data to build useful insights
• Experience and training in customer service Tech savvy and knowledgeable about current digital trends
• Comfortable with the basic Microsoft packages (word, excel)
• Experienced in reporting writing
• Experienced in creating and reviewing standard procedures and policies
• Great public speaking and presentation skills