Customer Experience Officer - Locum

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 TITTLE: CUSTOMER EXPERIENCE OFFICER – LOCUM BASIS

REPORTS TO: PATIENT RELATIONS AND CARE MANAGER

The Customer Experience Officer is responsible for ensuring the efficient operation of Premier Hospital’s customer service functions, delivering exceptional service to patients and visitors, and enhancing overall patient satisfaction. The role involves managing patient flow, handling inquiries, and maintaining high standards of service in line with the hospital’s commitment to excellence in healthcare delivery.

Main Duties and Responsibilities

• Deliver Exceptional Customer Service.
• Manage the Customer Experience Desk
• Call Center Operations
• Outpatient Department Coordination
• Queue Management System Compliance.
• Doctor and Room Management
• Appointment Scheduling and Management
• Enquiry and Feedback Management
• Training and Standards Enforcement
• Patient Orientation and Guidance

Minimum Requirements/Qualifications

• Diploma in Front Office Operations, Hospitality Management, or a related field.
• Formal training in customer service or customer care.
• 2-3 years of experience in a customer-facing role in a busy service environment.
• Experience working in a hospital or healthcare setting is an added advantage.

Personal Characteristics and Competencies

• Strong interpersonal and communication skills (both oral and written).
• High levels of empathy, patience, and problem-solving abilities.
• Proficient in handling customer complaints, conflict resolution, and crisis management.
• Excellent time management and organizational skills.
• Ability to think critically and make informed decisions that enhance patient care and service delivery.
• Familiarity with customer experience management trends and tools.