Background

Valley Hospital is a premier health facility located in Nakuru, offering diverse services with a mission to provide quality yet affordable healthcare.

Role Context

This role is responsible for overseeing and enhancing the overall patient experience throughout the patient journey by leading customer service teams, strengthening service delivery standards, resolving patient concerns, and implementing strategies that improve patient satisfaction and engagement. The Customer Experience Manager will also ensure effective communication and coordination between patients, hospital staff, insurance partners, and other stakeholders.

Key Competencies

• Excellent verbal and written communication skills.
• Strong leadership, coaching, and team management abilities.
• High emotional intelligence, empathy, and professionalism.
• Strong problem-solving and conflict resolution skills.
• Ability to analyze patient feedback and implement service improvement strategies.
• Strong organizational and decision-making abilities.
• Ability to work collaboratively with multidisciplinary teams and external stakeholders.

Requirements

Minimum Qualifications

• Bachelor's Degree in Healthcare Management, Business Administration, Communications, or a related field.
• Minimum five (5) years’ relevant experience, with at least two (2) years in a leadership role in an organization of similar size.
• Strong understanding of customer service principles, patient engagement, and service recovery processes.
• Knowledge of hospital operations, patient care workflows, and healthcare compliance standards.

• Overseeing and enhancing the overall patient experience throughout the patient journey.
• Leading customer service teams.
• Strengthening service delivery standards.
• Resolving patient concerns.
• Implementing strategies that improve patient satisfaction and engagement.
• Ensuring effective communication and coordination between patients, hospital staff, insurance partners, and other stakeholders.

• Excellent verbal and written communication skills.
• Strong leadership, coaching, and team management abilities.
• High emotional intelligence, empathy, and professionalism.
• Strong problem-solving and conflict resolution skills.
• Ability to analyze patient feedback and implement service improvement strategies.
• Strong organizational and decision-making abilities.
• Ability to work collaboratively with multidisciplinary teams and external stakeholders.

• Bachelor's Degree in Healthcare Management, Business Administration, Communications, or a related field.
• Minimum five (5) years’ relevant experience, with at least two (2) years in a leadership role in an organization of similar size.
• Strong understanding of customer service principles, patient engagement, and service recovery processes.
• Knowledge of hospital operations, patient care workflows, and healthcare compliance standards.