JOB DESCRIPTION
Key Responsibilities:
· Develop, implement, and monitor strategies to enhance patient/customer experiences across various touchpoints (e.g., in-clinic, online, post-visit).
· Gather feedback from patients and customers through surveys, interviews, and other tools to identify areas for improvement.
· Collaborate with clinical teams and other departments to address and resolve patient concerns or issues.
· Maintain and improve patient journey maps, ensuring seamless experiences from appointment booking to follow-up.
· Ensure consistent communication and follow-through with patients, answering queries, and guiding them through processes related to clinical services.
· Assist in creating and executing marketing campaigns aimed at promoting clinical services, patient education, and brand awareness.
· Write and produce marketing content for a variety of platforms (website, social media, email newsletters, brochures, etc.) with a focus on patient needs and clinic offerings.
· Collaborate with the clinical and marketing teams to develop targeted materials that align with the clinic's clinical goals, branding, and patient engagement strategies.
· Support digital marketing efforts including website updates, email campaigns, and social media initiatives to drive patient engagement and brand awareness.
· Ensure consistent, clear, and accurate messaging across all marketing and customer experience materials to reinforce the clinical brand.
· Collaborate with the marketing team to create promotional materials (e.g., flyers, newsletters, patient brochures) that align with both brand and clinical communication standards.
· Monitor and assess the impact of marketing activities on customer perceptions and satisfaction.
· Develop and implement patient education strategies, materials, and campaigns to increase awareness of clinical services, treatments, and health topics.
· Partner with clinical staff to ensure patient education materials are accurate, up-to-date, and aligned with best practices.
· Track and analyze patient feedback, marketing campaign performance, and customer service metrics to improve the customer experience and marketing effectiveness.
· Prepare reports on customer experience metrics, campaign performance, and trends in patient satisfaction.
· Suggest improvements to clinical services and marketing strategies based on data-driven insights.
· Work closely with clinical leadership, patient services, and other teams to ensure alignment on customer experience initiatives and marketing efforts.
· Provide support to clinical leadership in addressing specific patient concerns or improving service delivery.
· Engage with external vendors, partners, and agencies to enhance marketing outreach and customer experience strategies.
Qualifications & Skills:
· Bachelor’s degree in Marketing, Communications, Healthcare Administration, or related field.
· Additional certifications or training in customer experience or healthcare marketing is a plus.
· Minimum of 2-3 years of experience in customer experience, marketing, or patient relations in a clinical or healthcare setting.
· Proven track record in digital marketing, social media management, and content creation.
· Experience working with clinical teams to create customer-centric marketing campaigns.
Salary
Competitive
Monthly based
Location
, Merti, Isiolo, Kenya, Isiolo, Kenya
, Merti, Isiolo, Kenya, Isiolo, Kenya
