Patient Liason Officer at Empact Group

The Main Purpose of the job

Reporting to the Project Manager/Catering Manager, the incumbent will be responsible to manage assigned Patient experience in accordance with sector strategy, contract specifications and statutory Regulations as well as ensure overall efficient and effective management of Patient complaints to provide a great quality Foodservice.

Minimum requirements: 

• Matric  
• Exposure to the catering industry, especially Healthcare 
• Experience in supervising staff 
• 3 yrs. experience in Financial and Administrative processes, as well as Client Relations 
• Resale experience essential. 

Key areas of responsibility:

• Manage daily operational issues relevant customer satisfaction and retention of the business
• Daily ward rounds, trend identifying and change management to improve patient experience
• To ensure that the service provided is in line and better than set targets
• Manage the catering service to patients optimally in order to surpass client and customer expectations.
• Attend all relevant meetings with client and management team and ensure communication to relevant parties
• Ensure staff are adequately trained and adhere to Empact and client processes and procedures to better service delivery.
• All training records signed for training done on new procedures and ensuring that processes are followed without fail
• Manage and monitor service level agreements and continuously strive to improve service offering.
• Menu standardization implementation and ongoing monitoring Financial consciousness
• Assist when required with ad hoc and or monthly reports, re internal and external reports.

Knowledge Skills and Competencies required: 

• Excellent knowledge of the catering environment 
• Excellent knowledge of Health and Safety policies and processes relevant to the catering industry 
• Computer literate (MS Office) 
• Excellent customer services skills 
• Report writing  
• Self-starter for a large upmarket private hospital, Hands on operator, HSE compliant, customer focused 
• A good Team player with the ability to motivate staff and problem solve 
• Good communication skills, able to multitask, good leadership skills, and corporate individual.  
• Must be a team player with a customer focused approach