Customer Experience Officer at Premier Hospital

Premier Hospital is an 82 bed specialized hospital located in Nyali, Mombasa offering high quality emergency, outpatient and inpatient care. We have a patient centered culture and our approach is to provide you with comprehensive healthcare, which is focused on all aspects of your health and overall well-being. Our service delivery model is anchored on Compassion, Care and Competence. Our Doctors, Nurses, other Medical Professionals and support staff will provide you with personal service with great regard to respect and dignity to ensure that your experience with us is as comfortable as possible.

 

Customer Experience Officer

  • Job TypeFull Time
  • QualificationDiploma
  • Experience2 - 3 years
  • LocationNairobi
  • Job FieldCustomer Care 

Reports To:  PATIENT RELATION OFFICER 

JOB PURPOSE

The Customer Experience Officer is responsible for ensuring the efficient operation of Premier Hospital’s customer service functions, delivering exceptional service to patients and visitors, and enhancing overall patient satisfaction. The role involves managing patient flow, handling inquiries, and maintaining high standards of service in line with the hospital's commitment to excellence in healthcare delivery.

MAIN DUTIES AND RESPONSIBILITIES.

  • Deliver Exceptional Customer Service.
  • Manage the Customer Experience Desk
  • Call Center Operations
  • Outpatient Department Coordination
  • Quality Management System Compliance.
  • Doctor and Room Management
  • Appointment Scheduling and Management
  • Enquiry and Feedback Management
  • Training and Standards Enforcement
  • Patient Orientation and Guidance

MINIMUM REQUIREMENTS/ QUALIFICATIONS

  • Diploma in Front Office Operations, Hospitality Management, or a related field.
  • Formal training in customer service or customer care.
  • 2-3 years of experience in a customer-facing role in a busy service environment.
  • Experience working in a hospital or healthcare setting is an added advantage.

PERSONAL CHARACTERISTICS AND COMPETENCIES

  • Strong interpersonal and communication skills (both oral and written).
  • High levels of empathy, patience, and problem-solving abilities.
  • Proficient in handling customer complaints, conflict resolution, and crisis management.
  • Excellent time management and organizational skills.
  • Ability to think critically and make informed decisions that enhance patient care and service delivery.
  • Familiarity with customer experience management trends and tools.

Method of Application

If your background, experience and competence match the above specifications, please send us your application (cover letter & CV/Resume) quoting the job title on the email subject (Customer Experience Officer), testimonials and full contact details of 3 referees, to careers@premierhospital.org  . The application should be received not later than 5.00pm on 17th September 2024. We shall ONLY accept ONLINE applications. Interviews will be conducted on a rolling basis. Due to the high number of applications, only shortlisted candidates will be contacted.

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