Customer Care Officer at Lions Sightfirst Eye Hospital at Lions Sightfirst Eye Hospital

Customer Care Officer at Lions Sightfirst Eye Hospital at Lions Sightfirst Eye Hospital | Iko Kazi

Job Purpose

The Customer Care Officer is responsible for providing professional, compassionate, and timely customer service to patients, caregivers, visitors, and other stakeholders. The role supports a positive patient experience through patient navigation, effective communication, complaint handling, feedback management, and coordination with hospital departments.

Requirements

Key Duties and Responsibilities

Welcome patients, caregivers, visitors, and other stakeholders professionally and courteously.
Provide accurate information regarding hospital services, processes, clinics, operating hours, and patient pathways.
Assist patients with navigation through registration, consultation, investigations, treatment, billing, and other relevant hospital processes.
Identify delays or barriers affecting patient flow and escalate them to the appropriate department or supervisor.
Receive and respond to telephone and other approved customer enquiries professionally.
Direct enquiries and calls to the appropriate departments or personnel.
Receive patient complaints and concerns respectfully and record them accurately in the approved system or register.
Resolve routine customer-service issues within delegated authority and escalate clinical, financial, safety, ethical, or complex complaints appropriately.
Follow up outstanding complaints and support timely closure in accordance with hospital procedures.
Collect patient feedback through approved surveys, questionnaires, interviews, or other feedback mechanisms.
Monitor recurring patient concerns and communicate trends to management for service improvement.
Maintain up-to-date knowledge of hospital services and provide approved patient information materials.
Liaise with clinical and non-clinical departments to resolve patient concerns and improve patient flow.
Maintain accurate records of enquiries, complaints, feedback, escalations, and follow-up actions.
Prepare regular customer-care and patient-experience reports as required.
Support patient-experience audits, quality-improvement activities, outreach, and approved patient-engagement initiatives.
Maintain confidentiality of patient and institutional information.
Do not provide clinical advice, interpret clinical results, or make decisions outside delegated authority.

Qualifications and Experience

Diploma in Customer Service, Public Relations, Front Office Operations, Business Administration, Health Administration, or a related field.
Bachelor's Degree in a relevant field is an advantage.
Minimum of two (2) years' experience in customer care, front office, patient relations, or a related service environment.
Previous experience in a hospital or healthcare setting is strongly preferred.
Computer literacy and experience using hospital information systems is an advantage.

Required Skills and Competencies

Strong patient-centred customer-service skills.
Excellent verbal, written, and interpersonal communication skills.
Strong active listening, empathy, and conflict-management skills.
Good knowledge of patient flow and hospital service processes.
Good telephone etiquette and professional front-office skills.
Proficiency in Microsoft Office and relevant hospital information systems.
Strong record-keeping and report-writing skills.
Ability to remain calm, professional, and courteous under pressure.
Strong problem-solving, coordination, planning, and follow-up skills.
Fluency in English and Kiswahili; additional languages are an advantage.
High level of professionalism, integrity, confidentiality, and accountability.

Expected Outcomes

Positive and professional patient and visitor experience.
Timely and effective response to patient enquiries and concerns.
Improved patient navigation and coordination across hospital departments.
Timely recording, escalation, follow-up, and closure of complaints.
Reliable patient feedback data available for management review.
Identification of recurring service issues and contribution to corrective actions.
Improved patient satisfaction and service quality.
Accurate and confidential customer-care records.
Improved communication between patients and hospital departments.
Consistent compliance with hospital customer-care, confidentiality, and escalation procedures.

Customer Care Officer at Lions Sightfirst Eye Hospital

Stand out to recruiters

Customer Care Officer at Lions Sightfirst Eye Hospital

Stand out to recruiters