Job Responsibilities
Meet & greet patients in wards, rooms and specialty treatment areas as assigned to ensure patient comfort and satisfaction
Respond to complaints/special needs in a proactive and timely manner
Provide information to patients regarding hospital amenities and services
Verify patient status from billing and make notes on the patient data base system: VIP, designation, organization for customer database
Reduce waiting times by assisting in queue management
Respond to customer queries regarding all non-clinical matters such as billing, access to health records, facilitate discussions with clinical staff
Ensure prompt reporting of any clinical and non-clinical complaints including food service, housekeeping and maintenance and report all clinical matters to nurse manager
Meet regularly with department managers for discussion, information updates and feedback lapses and suggest potential corrective actions
Effectively coordinate all support services and work closely with the Unit Managers to ensure smooth flow to patient admission and discharge from wards/rooms
Enter customer/visitor complaints in the PCHS (Patient Complaint Handling System) on a daily basis
Conduct studies of and log reports about customer compliments, complaints, suggestions and service trends and make recommendations
Monitor staff interaction with patients and suggest corrective measures
To be Train the Trainer to facilitate Customer Service Training modules for staff and monitor progress
Identify Customer Service Champions in assigned areas and form team bonding exercises
Requirements:
Diploma in Hospitality or Public Relations or equivalent
Certificates with proven competence in Microsoft software is an added advantage
Fluent in English, Swahili -any other foreign language is an advantage
Previous experience in a customer service industry such as hotels, airlines and front office roles will be an added advantage
Excellent customer service skills and a good listener
Ability to present self as caring, courteous and polite to patients, their families, health team and general public
Good communication and interpersonal skills and dealing with patrons
Ability to be tactful, patient and calm in stressful situations
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