MAIN PURPOSE OF JOB

The Client Relations Ambassador serves as the face of Mediclinic and the primary point of contact for patients during their in-person visits. The role is responsible for creating a Passionately Caring experience at patient touchpoints by ensuring a positive and welcoming arrival experience and maintaining visibility throughout the patient journey.

The role supports effective clinic flow by working dynamically with Patient Administration and clinical units to monitor waiting periods, communicate delays, and resolve frontline service friction before it escalates. The Client Relations Ambassador also assists patients with non-clinical needs during inpatient stays when assigned.

The role champions Mediclinic Way service behaviours, proactively supports the prevention and resolution of client dissatisfaction, and maintains accurate feedback records to contribute to continuous patient experience improvement.

KEY RESPONSIBILITY AREAS

• Welcome and assist patients, visitors and families, ensuring a positive arrival experience.
• Maintain high standards of frontline hospitality and Mediclinic Way service behaviours.
• Support patient flow and queue management across assigned areas.
• Ensure patients are informed of waiting times, delays and service updates.
• Identify and address patient concerns before they escalate.
• Provide basic service recovery and escalate complex complaints appropriately.
• Record relevant patient feedback and service concerns accurately.
• Collaborate with Patient Administration, Nursing and other clinical teams to support a seamless patient journey.
• Assist patients with non-clinical needs and provide support during inpatient rounding when required.
• Maintain professional grooming, communication and service standards at all times.
• Maintain a tracker of recurring issues and trends observed on the floor.

REQUIRED EDUCATION

ESSENTIAL EDUCATION:

• Diploma or Bachelor’s degree in Hospitality, Business Administration, Communication, or a relevant field.

DESIRED EDUCATION:

• Certifications in customer care excellence, guest relations, frontline service behaviour, or communication skills.

REQUIRED EXPERIENCE

ESSENTIAL MINIMUM EXPERIENCE:

• Minimum 1 year of experience in customer service, hospitality, front desk operations, or client-facing roles within hospitality/service environments.

DESIRED EXPERIENCE:

• Experience within world-class airlines, luxury hotels, hospitality environments, or premium-service clinics.

REQUIRED JOB SKILLS AND KNOWLEDGE