Overall, Purpose of the Role

The Patient Experience Coordinator is responsible for championing an exceptional, patient-centred environment across all City Eye Hospital touchpoints. The role oversees the full patient feedback lifecycle (from collection and analysis through to resolution and service improvement) while managing communications across email, in-person, and digital channels. This position is central to protecting and improving CEH's reputation and ensuring that patients feel heard, respected, and valued at every stage of their care journey.

Main Duties and Responsibilities

Technical Skills

Patient Feedback & Complaints Management

• Collect, record, and track patient feedback across all CEH branches through surveys, digital tools, and direct interactions.
• Serve as the primary point of contact for patient complaints, concerns, and compliments by acknowledging, investigating, and resolving issues within defined service timelines.
• Conduct structured follow-up with patients’ post-complaint to confirm resolution and rebuild confidence in CEH services.
• Maintain complaints register and escalate unresolved or high-risk issues to senior management in a timely manner.

Communications & Correspondence

• Monitor and manage the hospital's general information email inbox (e.g. info@cityeyehospital.co.ke), ensuring all enquiries receive prompt, professional, and accurate responses.
• Liaise with clinical and administrative teams to provide patients with accurate information regarding appointments, services, pricing, and post-care queries.
• Oversee patient-facing communications including acknowledgement letters and feedback responses.

Patient Satisfaction & Data Analysis

• Design, deploy, and analyze patient satisfaction surveys and Net Promoter Score (NPS) tools across all branches.
• Compile monthly and quarterly reports on patient experience trends, complaint resolution rates, and satisfaction scores for management review.
• Identify patterns in patient feedback and propose data-driven recommendations for service improvements.

Service Recovery & Continuous Improvement

• Implement service recovery protocols to rebuild trust with patients who have had a negative experience.
• Work collaboratively with clinical, front desk, and operations teams to address root causes of recurring complaints.
• Participate in quality improvement initiatives and contribute to the development of patient experience policies and SOPs.

Staff Engagement & Training Support

• Conduct sensitization sessions and brief training for frontline staff on patient-centred communication and complaint handling.
• Champion a culture of empathy, service excellence, and continuous improvement across all departments.

QUALIFICATIONS & EXPERIENCE

Academic Qualifications

• Bachelor’s degree in healthcare administration, Business Administration, Marketing, Public Relations, Hospitality, or a related field.
• A postgraduate qualification or certification in Customer Experience, Healthcare Management, or Patient Relations will be an added advantage.

Experience

• A minimum of 2–3 years of experience in a customer experience, patient relations, or client-facing supervisory role.
• Prior experience in a hospital, clinic, or healthcare setting is highly desirable.
• Demonstrated experience in complaint handling, feedback management, and service recovery.

SKILLS & COMPETENCIES

• Excellent interpersonal and communication skills — both written and verbal.
• Strong empathy and emotional intelligence, particularly when dealing with vulnerable patients.
• Highly organized with the ability to manage multiple priorities and meet deadlines.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook); experience with CRM or feedback management tools is an advantage.
• Ability to analyse data, interpret trends, and present clear reports to management.
• Conflict resolution and problem-solving skills.
• Discretion and professionalism in handling sensitive or confidential patient information.

• Collect, record, and track patient feedback across all CEH branches through surveys, digital tools, and direct interactions.
• Serve as the primary point of contact for patient complaints, concerns, and compliments by acknowledging, investigating, and resolving issues within defined service timelines.
• Conduct structured follow-up with patients’ post-complaint to confirm resolution and rebuild confidence in CEH services.
• Maintain complaints register and escalate unresolved or high-risk issues to senior management in a timely manner.
• Monitor and manage the hospital's general information email inbox (e.g. info@cityeyehospital.co.ke), ensuring all enquiries receive prompt, professional, and accurate responses.
• Liaise with clinical and administrative teams to provide patients with accurate information regarding appointments, services, pricing, and post-care queries.
• Oversee patient-facing communications including acknowledgement letters and feedback responses.
• Design, deploy, and analyze patient satisfaction surveys and Net Promoter Score (NPS) tools across all branches.
• Compile monthly and quarterly reports on patient experience trends, complaint resolution rates, and satisfaction scores for management review.
• Identify patterns in patient feedback and propose data-driven recommendations for service improvements.
• Implement service recovery protocols to rebuild trust with patients who have had a negative experience.
• Work collaboratively with clinical, front desk, and operations teams to address root causes of recurring complaints.
• Participate in quality improvement initiatives and contribute to the development of patient experience policies and SOPs.
• Conduct sensitization sessions and brief training for frontline staff on patient-centred communication and complaint handling.
• Champion a culture of empathy, service excellence, and continuous improvement across all departments.

• Excellent interpersonal and communication skills — both written and verbal.
• Strong empathy and emotional intelligence, particularly when dealing with vulnerable patients.
• Highly organized with the ability to manage multiple priorities and meet deadlines.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook); experience with CRM or feedback management tools is an advantage.
• Ability to analyse data, interpret trends, and present clear reports to management.
• Conflict resolution and problem-solving skills.
• Discretion and professionalism in handling sensitive or confidential patient information.

• Bachelor’s degree in healthcare administration, Business Administration, Marketing, Public Relations, Hospitality, or a related field.
• A postgraduate qualification or certification in Customer Experience, Healthcare Management, or Patient Relations will be an added advantage.