Background

Pearl Hospital is a Level 4 multi-specialty hospital in Laikipia County. Guided by our values of Quality, Efficiency, Professionalism, and Compassion, we are seeking for a Customer Care Executive who is responsible for providing high-quality front-line service to patients, visitors and clients by handling inquiries, complaints and service requests in a courteous, professional and compassionate manner in line with the hospital`s standards and values.

Key Responsibilities

• Welcome patients and visitors warmly and assist them with inquiries, directions and service information.
• Handle patient concerns, complaints and feedback promptly and professionally.
• Ensure patients understand hospital procedures, services and waiting time.
• Manage incoming calls, emails and walk-in inquiries efficiently.
• Collect patient feedback and contribute to service improvement initiatives.
• Act as a liaison between patients and hospital departments to ensure smooth service delivery.
• Comply with hospital policies, customer care protocols and safety standards.

Minimum Qualifications

• Diploma / Bachelors in Customer Service communication, Public Relations or equivalent related studies
• Previous experience in customer care or front office services in a hospital or a healthcare setting is an added advantage
• Computer Literate (MS Office and hospital information systems).
• Professional appearance and positive attitude

Key Competencies

• Compassion and Empathy
• Strong communication skills
• Attention to detail
• Teamwork and Professionalism
• Time management and multitasking

• Welcome patients and visitors warmly and assist them with inquiries, directions and service information.
• Handle patient concerns, complaints and feedback promptly and professionally.
• Ensure patients understand hospital procedures, services and waiting time.
• Manage incoming calls, emails and walk-in inquiries efficiently.
• Collect patient feedback and contribute to service improvement initiatives.
• Act as a liaison between patients and hospital departments to ensure smooth service delivery.
• Comply with hospital policies, customer care protocols and safety standards.

• Compassion and Empathy
• Strong communication skills
• Attention to detail
• Teamwork and Professionalism
• Time management and multitasking

• Diploma / Bachelors in Customer Service communication, Public Relations or equivalent related studies
• Previous experience in customer care or front office services in a hospital or a healthcare setting is an added advantage
• Computer Literate (MS Office and hospital information systems).
• Professional appearance and positive attitude