Customer Experience Executive
PathCare Kenya is proud to be one of the leading pathology practices operating in Kenya with branches in various parts of the country and in the process of expanding our geographical footprint.
ROLES & RESPONSIBILITIES
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- Respond and follow up to inquiries across different touchpoints ie. Calls, SMS, WhatsApp, Social Media & Email.
- Timely & professional communication to patients, doctors, labs and hospitals on reports.
- Utilize resources systems to troubleshoot and resolve patient issues.
- Collaborate with teammates across different departments to manage patients, labs, hospitals and doctors effectively.
- Conduct customer surveys for patients and facilities for continuous improvement.
- Manage sample pickups, office & home collections effectively to ensure seamless and excellent patient experience.
- Consistently meet and attain required Key Performance Indicators (KPIs)
- Perform other duties as required
KNOWLEDGE, SKILLS, & ABILITIES
- Excellent written and verbal communication skills.
- Proficient with MS Office and the ability to navigate multiple platforms.
- Strong customer service skills with the ability to resolve patient concerns.
- Demonstrate soft skills to enhance patient experience.
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EDUCATION & EXPERIENCE
- Diploma/Degree from a recognized Institution.
- 1-2 years of customer service experience in a medical laboratory.
- Experience with Customer Relationship Management Systems
How to apply:
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