Customer Relations Officer / Charge Sister

To establish and maintain public relations with existing and prospective clients on behalf of Lancet in order to grow the company’s public awareness, market share and services.

To plan, organise, lead and control nursing and associated administrative activities and functions within a designated area.

• Drivers License Code 08
• Registration in relevant discipline with SANC
• Relevant degree or diploma
• 3-5 years relevant working experience

Contributes to planning and developing public relations strategy for Lancet in order to promote the image, public awareness and services of the organisation.

Establishes and maintains effective relations and personal contact with existing and prospective clients including medical doctors at hospitals and in private practice, hospital managers and public relations officers as well as key suppliers and service providers to ensure loyalty to the Lancet brand.

Proactively marketing and selling Lancet services to existing and prospective customers to grow Lancet’s market share.

Participates in and represents Lancet in public relations events such as pharmaceutical days, medical aid days and hospital open days to promote the image and services of the organisation.

Serves as first point of contact between Lancet and customers to address a range of queries and complaints pertaining to laboratory services in order to ensure swift resolution of issues and feedback to customers.

Provides information pertaining to new sales to laboratories to ensure that they are aware and able to service the customer as per deliverables in sales and service level agreements.

Provides IT support to the Doctors in the Hospital and private practice regarding systems such as Pathportal, Meditech etc.

Follows up on patient test results with the relevant laboratories to ensure that Doctors receive results.

Liaises with the Pathologist on prodeo requests to keep the client up to date regarding requests.

Compiles and submits weekly reports to the Area Marketing Officer. Prepares and presents regular reports on operational matters including staff overtime, leave approved, stock orders verified, non-conformances and handling of customer complaints in accordance with relevant protocols and reporting templates.

Supervises and ensures implementation and compliance to relevant protocols, working instructions, standard operating procedures and operational standards, including LEAN principles, with regard to all nursing processes and practices for the relevant Lancet site in support of the achievement of organisational strategy and objectives.

Plans and performance manages the activities of own staff to ensure they achieve team and individual objectives. This includes scheduling of shift rosters, discipline and monitoring adherence to company policies.

Ensures that shift handover routines take place in accordance with relevant work instructions.

Trains and develops staff to ensure they have the skills required by the organisation and are able to achieve their performance objectives including assisting with product/service orientation.

Ensures equipment maintenance (including printers, computers and point of care instruments), asset management and procurement of goods to promote the most effective utilisation of resources, optimisation of stock levels and reduction of costs at all times.

Participates in regular meetings with regional nurse manager to report on operational matters and discuss progress on agreed plans and goals.

Manages the correct application of quality assurance and health and safety processes and procedures on site to ensure corrective actions are taken as required.

Performs assigned tasks in preparation for annual internal and external quality control audits in accordance with agreed plans and timeframes.

Oversees the provision of pre- and post- HIV/ Aids counselling for patients at designated sites in accordance with relevant protocols.

Supervises cashiering and banking processes in accordance with relevant protocols.

Performs all phlebotomy functions as required.

Deputises on request by regional nurse manager.

• Medical ethical guidelines in the medical pathology field
• Laboratory information systems
• Anatomy, physiology and medical terminology relevant to medical pathology
• Organisational policy and procedures