Customer Experience Officer - Nairobi, Kenya - M.P Shah Hospital
Description
ABOUT THE COMPANY
M.P. Shah Hospital is a Social Service league Hospital which has been in existence for the last 83 years, as a 'not for profit' organization. The Hospital has one single social objective of providing quality, affordable health care services to the community at affordable costs. It is a multi-super-specialty, state-of-the art, tertiary care hospital with a current capacity of 210 fully operational beds, 30 dedicated critical care beds, 10 renal dialysis units and 12 chemotherapy units. It provides all the modern out-patient and in-patient facilities with dedicated pavilions/ wards, specialty clinics, advanced radiology, pathology and Cath lab operations. We are going through exciting times of development and redefining the way health care is delivered in East and Central Africa region.
JOB SUMMARY
Qualifications & Requirements1. A minimum of a Diploma in Hospitality Management, Business Administration or any other related field.2. At least 1 year working experience in a similar role.3. Should also possess/demonstrate the below competencies:
• Strong phone contact handling skills and active listening.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Attention to detail and accuracy Excellent communication skills.
RESPONSIBILITIES
1. Manage patient and visitors' queues using the (QMS) queue management system.2. Respond to all incoming calls at the customer care desk and making the appropriate transfers.3. Direct patients to the departments appropriately as recommended by the nurses or doctors.4. Recognize severe cases in need of immediate medical attention and alerting the nurses immediately for the appropriate action to be taken.5. Provide accurate, valid and complete information to patients' enquiries.6. Handle complaints, provide appropriate solutions and alternatives to patients within the time limits and summarise the patient feedback.7. Direct requests and any other issues to the designated resource.8. Organize workflow to meet customer timeframes and avoid any unnecessary delays in queues to minimize the turnaround time.9. Maintain the appearance of the entrance and reception area at all times.
REQUIRED SKILLS
Conflict and complaint resolution, Customer service, Customer support, CRM systems, Customer relations
REQUIRED EDUCATION
Bachelor's degree
