Client Experience Manager Job in Kenya

Purpose of the Job:

Job holder responsibility will be 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 receives best experience from the hospital.
  • Managing the customer experience desk, handling inquiries and information management in line with customer requirements.
  • Responsible for facilitation of smooth operations in the Outpatient/inpatient department ensuring a 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-after services.
  • Managing inbound and outbound calls.
  • Ensuring strict client service standards and etiquette are maintained by all staff in the hospital.
  • Patient appointment management.
  • Any other duty as may be assigned by the management from time to time

Minimum Requirements/Qualifications:

  • Diploma or Degree in Business Management or related field.
  • Customer care training.
  • Three (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
  • Good time management skills

How To Apply

Interested and qualified persons are requested to submit their applications indicating their current salary and expected salary, with detailed curriculum vitae, copy of national ID, copies of academic and professional certificates and testimonials to quoting the position you are applying for as the subject e.g. ‘Client Experience Manager’.

Upon being successful during interviews, the successful candidate must present the following; National ID, KRA Pin, current coloured passport photo, NSSF & NHIF, Good Conduct Certificate, academic and professional certificates, latest pay slips from previous employer (where applicable).

Please note only online applications will be accepted.
Applications to be received on or before 30th June 2024.