Customer Experience Officer

You will be responsible for overseeing the efficient operation of the UFIT Hubs while ensuring exceptional customer service for UFIT clients across all locations. This dynamic position requires a blend of managing the customer accounts for the fitness and health clients and strong interpersonal skills to drive the success of the UFIT Hubs and enhance the overall client experience.

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

Facilities and Merchandise Operations:

1. To coordinate and carry out improvement and upgrading works to the facility or systems in response to management's requirements.
2. To coordinate repairs and maintenance for gym and clinic equipment.
3. To work with the cleaning supervisor with the implementation of cleaning standards in the location.
4. To prepare and collate information for monthly management reporting and provide analysis on variances of the expenses.
5. Lead contract negotiation and supplier management process to ensure quality, pricing and delivery objectives are met.
6. Perform vendor screening, supply market research and analytical studies to identify and select potential suppliers to be added to the pre-approved vendor list.
7. Maintain vendor list, price list and item list.
8. Support category management and identify areas for cost consolidation.
9. In charge of daily operational purchasing such as planning, issuing and following up on purchase orders, delivery and schedules.
10. Monitor inventory for consumable and carry out purchase when required.

Reports to: Hub 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.