Customer Experience Analyst

Description

1\. Patient Experience Before the consultation/procedure Ensure alignment of the patient journey Personalize experience details During the clinic stay Monitor patient experience in person Identify friction points Ensure premium service standards Resolve experience-related issues promptly Create moments of delight After consultation/procedure Send post-procedure instructions Proactively contact patients to follow up on post-care Monitor recovery and satisfaction Ensure patients feel supported Early identification of dissatisfied patients Route requests to medical/commercial teams 2\. After-sales Structured follow-up after consultations and surgeries Satisfaction monitoring Request feedback and Google reviews Encourage referrals Re-engagement of "lost" patients Reactivation of old leads Ongoing follow-up with patients undergoing treatment Organization of relationship nurturing timelines 3\. Relationship building and loyalty Establish emotional bonds with patients Remember important dates Create personalized experiences Monitor VIP/premium patients 4\. Quality and continuous improvement Map journey bottlenecks Identify recurring complaints 5\. Record organic stories showcasing the clinic's daily operations