Role Overview

We are seeking a hospitable and skilled Customer Care Officer to manage patient interactions and ensure an exceptional experience at the hospital’s front desk and customer care points. This role is pivotal in delivering seamless communication, efficient patient flow, and high standards of service.

Key Responsibilities

• Serve as the point of contact—welcoming and guiding patients and visitors through admissions and reception areas, mirroring duties seen in related hospital roles, understanding patient needs and ensuring discharge process for the patient is seamless.
• Manage inquiries via phone, email, and in-person, providing clear and courteous information and referrals to relevant departments
• Use queue management systems to streamline patient flow and minimize wait times, ensuring patient satisfaction.
• Assist patients with appointment scheduling, check-ins, and payment processes, ensuring clarity and accuracy.
• Handle complaints and feedback with empathy and efficiency, escalating or resolving them in collaboration with relevant teams. Work with their supervisor to give feedback reports and escalating grievous matters.
• Keep accurate records of patient interactions, enquiries, and feedback to support continuous improvement of customer experience.

Qualifications & Experience

• Diploma in Business Administration, Hospitality Management, Front Office Operations, Communication, Heath care Assistant or a related field
• 1–3 years of experience in a customer-facing role, preferably in a healthcare, hospital, or front office environment.
• Strong verbal and written communication skills, with a warm and professional demeanor.
• Proficiency in Microsoft Office (Word, Excel) and comfortable with common hospital or appointment systems; prior training in customer care is an added advantage.
• Excellent multitasking, time management, and resilience under pressure.
• Empathy-driven attitude, confidentiality awareness, and commitment to superior service delivery.
• Customer Experience training will be an added advantage.

• Serve as the point of contact—welcoming and guiding patients and visitors through admissions and reception areas, mirroring duties seen in related hospital roles, understanding patient needs and ensuring discharge process for the patient is seamless.
• Manage inquiries via phone, email, and in-person, providing clear and courteous information and referrals to relevant departments
• Use queue management systems to streamline patient flow and minimize wait times, ensuring patient satisfaction.
• Assist patients with appointment scheduling, check-ins, and payment processes, ensuring clarity and accuracy.
• Handle complaints and feedback with empathy and efficiency, escalating or resolving them in collaboration with relevant teams. Work with their supervisor to give feedback reports and escalating grievous matters.
• Keep accurate records of patient interactions, enquiries, and feedback to support continuous improvement of customer experience.

• Verbal and written communication skills
• Customer service
• Time management
• Multitasking
• Empathy

• Diploma in Business Administration, Hospitality Management, Front Office Operations, Communication, Heath care Assistant or a related field
• 1–3 years of experience in a customer-facing role, preferably in a healthcare, hospital, or front office environment.
• Proficiency in Microsoft Office (Word, Excel) and comfortable with common hospital or appointment systems; prior training in customer care is an added advantage.
• Strong verbal and written communication skills, with a warm and professional demeanor.
• Excellent multitasking, time management, and resilience under pressure.
• Empathy-driven attitude, confidentiality awareness, and commitment to superior service delivery.
• Customer Experience training will be an added advantage.