Background information about the job or company (e.g., role context, company overview)

Tranquil Med Centre is a private level four mental institution situated along Lang’ata North Road, Gituro Lane, Gate 10 in Nairobi, Kenya. The hospital was established in 2020 (at the peak of the global COVID-19 pandemic) and offers an individualized treatment approach for every patient through a wide array of therapy services such as Occupational Thera...

Responsibilities or duties

KEY RESPONSIBILITIES:

• Receive and manage incoming and outgoing calls in a courteous, calm, and professional manner.
• Respond promptly and professionally to inquiries received through social media platforms, WhatsApp, email, and other digital channels in line with hospital communication guidelines.
• Schedule appointments, admissions, therapy sessions, and follow-ups accurately.
• Provide clear and accurate information on hospital services, procedures, and payment options while maintaining confidentiality.
• Identify urgent, distressed, or high-risk communications (calls or messages) and escalate immediately to clinical or supervisory staff.
• Maintain accurate call logs, digital communication records, and follow-up actions in the system.
• Handle complaints and inquiries and ensure appropriate resolution or referral.
• Liaise with clinical, billing, admissions, and marketing teams to ensure seamless patient support and consistent messaging.
• Any other duty as may be assigned

Qualifications or requirements (e.g., education, skills)

KEY SKILLS AND COMPETENCIES:

• Empathy and emotional intelligence
• Confidentiality and professionalism
• Attention to detail
• Ability to multitask

KNOWLEDGE AND EXPERIENCE REQUIRED:

• Diploma in Customer Service, Communication, Business Administration, or a related field.
• Strong written and verbal communication skills, including professional online engagement.
• Ability to handle sensitive mental health matters with empathy, discretion, and confidentiality.
• Basic computer skills and familiarity with hospital information systems and social media platforms.
• Prior experience in a hospital, mental health facility, or healthcare setting is highly desirable

• Receive and manage incoming and outgoing calls in a courteous, calm, and professional manner.
• Respond promptly and professionally to inquiries received through social media platforms, WhatsApp, email, and other digital channels in line with hospital communication guidelines.
• Schedule appointments, admissions, therapy sessions, and follow-ups accurately.
• Provide clear and accurate information on hospital services, procedures, and payment options while maintaining confidentiality.
• Identify urgent, distressed, or high-risk communications (calls or messages) and escalate immediately to clinical or supervisory staff.
• Maintain accurate call logs, digital communication records, and follow-up actions in the system.
• Handle complaints and inquiries and ensure appropriate resolution or referral.
• Liaise with clinical, billing, admissions, and marketing teams to ensure seamless patient support and consistent messaging.
• Any other duty as may be assigned

• Empathy and emotional intelligence
• Confidentiality and professionalism
• Attention to detail
• Ability to multitask

• Diploma in Customer Service, Communication, Business Administration, or a related field.
• Strong written and verbal communication skills, including professional online engagement.
• Ability to handle sensitive mental health matters with empathy, discretion, and confidentiality.
• Basic computer skills and familiarity with hospital information systems and social media platforms.
• Prior experience in a hospital, mental health facility, or healthcare setting is highly desirable