Avenue Hospital was founded in 1995 for the purpose of managing the outpatient department at the Hospital, and to extend medical services to corporate clientele through an innovative concept of Managed Healthcare.

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Client Experience Coordinator

Job Type

Full Time

Qualification

BA/BSc/HND

Experience

3 years

Location

Thika

Job Field

Food, Beverage and Hospitality

Job Objective / Purpose

Ensure delivery of superior customer experience at all points of the patient journey, and lead innovation and creativity toward continuous service improvement, client engagement, and client satisfaction , setting and sustaining consistent client experience standards for the Hospital.

Key Responsibilities

Client Experience Strategy & Systems

Spearhead the formulation and continuous improvement of client experience systems and processes across the Group, including NPS monitoring, floor management, the appointments system, complaints management mechanisms, patient registration processes, and improvement of the patient journey and turnaround time.

Feedback, Service Recovery & Complaints Management

Conduct daily in-patient customer care rounds to gather feedback, generate reports, and follow up with responsible departments to close the loop.

Own the client complaints resolution process end-to-end, applying structured service recovery practices to resolve dissatisfaction promptly, rebuild client trust, and prevent recurrence.

Conduct regular patient satisfaction surveys and doctors' satisfaction reports, gathering feedback on both commendations and areas requiring improvement, and escalate trends to departmental heads and leadership, and lead corrective actions.

Front Office & Team Leadership

Oversee front desk and customer service desk operations, and supervise all front desk and customer care staff.

Act as custodian of grooming and presentation standards for all front-facing staff.

Coach and develop new and existing client experience staff, embedding service excellence behaviour and transforming the way they communicate and work.

Call Centre & Digital Engagement

Oversee call centre performance and implement structured client follow-up call programmes.

Contribute to internal and external communications, including web content, social media, email, printed advertisements, and customer packs, ensuring a consistent client experience across all touch points.

Cross-Functional Collaboration & Continuous Improvement

Proactively partner with departmental heads to identify and resolve gaps in non-clinical service delivery.

Stay current on client experience best practice, benchmark Avenue Healthcare's performance against industry standards, and recommend innovations for continuous improvement.

Perform any other duties as assigned by the supervisor in line with the job description.

Person Specification

Degree in Business Management, Hospitality, Communications, or a related field

Minimum 3 years' experience in a customer-facing leadership role, preferably in healthcare or hospitality

Confident, organized, with excellent verbal and written communication skills

Critical thinking, analytical, and problem-solving skills, with the ability to interpret client feedback data and translate it into action

Excellent interpersonal skills and a collaborative team player

Ethical, empathetic, and genuinely customer-focused

Proficient in Microsoft Office and client feedback / CRM systems

Working knowledge of service recovery principles and patient experience frameworks (e.g., NPS, CSAT)

Certification in Customer Experience Management (e.g., CCXP) is an added advantage

• Spearhead the formulation and continuous improvement of client experience systems and processes across the Group, including NPS monitoring, floor management, the appointments system, complaints management mechanisms, patient registration processes, and improvement of the patient journey and turnaround time.
• Conduct daily in-patient customer care rounds to gather feedback, generate reports, and follow up with responsible departments to close the loop.
• Own the client complaints resolution process end-to-end, applying structured service recovery practices to resolve dissatisfaction promptly, rebuild client trust, and prevent recurrence.
• Conduct regular patient satisfaction surveys and doctors' satisfaction reports, gathering feedback on both commendations and areas requiring improvement, and escalate trends to departmental heads and leadership, and lead corrective actions.
• Oversee front desk and customer service desk operations, and supervise all front desk and customer care staff.
• Act as custodian of grooming and presentation standards for all front-facing staff.
• Coach and develop new and existing client experience staff, embedding service excellence behaviour and transforming the way they communicate and work.
• Oversee call centre performance and implement structured client follow-up call programmes.
• Contribute to internal and external communications, including web content, social media, email, printed advertisements, and customer packs, ensuring a consistent client experience across all touch points.
• Proactively partner with departmental heads to identify and resolve gaps in non-clinical service delivery.
• Stay current on client experience best practice, benchmark Avenue Healthcare's performance against industry standards, and recommend innovations for continuous improvement.
• Perform any other duties as assigned by the supervisor in line with the job description.

• Excellent verbal and written communication skills
• Critical thinking, analytical, and problem-solving skills
• Excellent interpersonal skills
• Proficient in Microsoft Office and client feedback / CRM systems
• Working knowledge of service recovery principles and patient experience frameworks (e.g., NPS, CSAT)

• Degree in Business Management, Hospitality, Communications, or a related field
• Minimum 3 years' experience in a customer-facing leadership role, preferably in healthcare or hospitality
• Certification in Customer Experience Management (e.g., CCXP) is an added advantage