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Patient Care Ambassador, Quality Department - (2200008E)
Patient Care Ambassador

Department

Quality Department

Entity

Aga Khan University Hospital, Nairobi

Location

Nairobi, Kenya

Introduction

Aga Khan University Hospital, Nairobi (AKUH, N) is a private not-for-profit teaching hospital that provides tertiary and secondary level healthcare services. It is one of the hospitals in East Africa accredited by the Joint Commission International from USA. The University Hospital has been providing high quality care for the people of East Africa and beyond for over 60 years.

Applications are invited from qualified candidates for the above position based in Nairobi Kenya. The position holder will be responsible for providing excellent customer service and creating an exceptional experience to all patients and visitors of AKUHN and to ensure customer satisfaction by finding solutions for patient's/visitor's complaints/issues

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

How To Apply

CLICK HERE TO APPLY

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