Client Relations Officer

Are you passionate about delivering exceptional customer experiences and building strong client relationships? Join the team at Luton Hospital and serve as a vital link between our patients and the services we offer. As a Client Relationship Officer, you will play a key role in managing the entire patient journey — from first contact to post-care follow-up — ensuring that every interaction adds value, builds trust, and supports the hospital’s commitment to quality healthcare.

Key Responsibilities

• Oversee and enhance the patient/client journey, from appointment scheduling to post-visit follow-ups.
• Lead and support call center operations, ensuring timely, compassionate, and effective responses to patient inquiries.
• Proactively resolve client concerns, document feedback, and recommend solutions for continuous service improvement.
• Collaborate closely with internal departments (nursing, billing, outpatient services, etc.) to ensure a seamless and satisfactory experience for all clients.
• Educate patients on available hospital services and promote additional offerings through client engagement and upselling.
• Maintain accurate records of all client interactions using hospital management systems or CRM tools.
• Generate regular reports on client satisfaction and recommend initiatives to enhance engagement and retention.

Qualifications and Experience

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• 2–4 years of experience in a client-facing or customer service role, preferably in a healthcare or service industry setting.
• Strong interpersonal, communication, and conflict resolution skills.
• A proactive, solutions-oriented mindset with attention to detail and a passion for service excellence.
• Ability to multitask, work under pressure, and collaborate across teams.
• Proficiency in MS Office and customer relationship tools (CRM or hospital management systems).