Premier Hospital is a tertiary care facility situated in Mombasa City along Links Road in Nyali area. Since its inception in 2017, the hospital has experienced tremendous growth due to its operating philosophy which is anchored on compassion, care and competence. One of our key area of focus is customer experience. Qualified candidates are hereby invited to apply for the following exciting career opportunities.
Job Title : Customer Experience Officer
Reports To : Customer Experience Executive
Job Location : Premier Hospital
Job Purpose
To ensure smooth floor operations and patient flow within the hospital through the provision of excellent customer experience practices. Working with the in charge to ensure all patients’ needs are met.
Main Duties And Responsibilities
- Ensuring every customer of premier hospital receives the premier experience.
- Manning the customer experience desk, handling inquiries and information management in line with customer requirements.
- Responsible for facilitation of smooth operations in the Outpatient department ensuring a “Conveyor – belt” like, cynical movement of patients in the shortest time possible.
- Ensuring the accurate use and compliance of QMS throughout the hospital.
- Welcoming patients and showing them around.
- Ensure timely response to inquiries by patients, prospective patients, and visitors in a courteous manner.
- Management of doctors on duty and room allocation, be aware of the doctors on duty and doctors expected and their time of arrival.
- Enquiry management and recording for recommendation of most sought for services.
- Managing inbound and outbound calls.
- Ensuring strict client service standards and etiquette are maintained by all staff in the hospital.
- Patient appointment management.
Requirements
- Diploma or Degree in hospitality or related field.
- Customer care training.
- 2-3 years working experience in a busy field
- Hospital Working Experience will be an added advantage.
Key Job Requirements
- Customer Experience training and excellent customer handling skills.
- Effective communication skills – listening, oral and written.
- Excellent critical skills.
- Problem solving, conflict resolution and crisis management skills.
- Analytical and decision-making skills with creative ideas that are customer friendly and in line with hospital CX goals
- Good time management skills
How To Apply
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 [email protected]. The application should be received not later than 5.00pm on 18th August 2023. 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.
