Background

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

Key Responsibilities

Client Engagement and Relationship Management

• Act as the primary point of contact for patients, families, and external clients;
• Maintain regular communication with clients to understand their needs, gather feedback, and ensure satisfaction with hospital services;
• Build and nurture long-term relationships, enhancing patient retention and fostering loyalty;

Issue Resolution and Support

• Address patient and client concerns or complaints swiftly, working to resolve issues to ensure a positive experience;
• Coordinate with other departments to ensure that patient and client needs are met;
• Follow up on unresolved issues, ensuring that clients feel heard and supported throughout the process;

Service Improvement and Reporting

• Gather feedback from patients and clients to identify opportunities for service improvements or new offerings;
• Collaborate with line manager hospital leadership and various departments to recommend changes or improvements based on client feedback;
• Provide regular reports on client satisfaction levels, trends, and areas for improvement to the Customer Experience Team Leader; and,
• Any other responsibilities that may be assigned to the job holder by the line supervisor from time to time.

Requirements

Minimum Qualifications

• Diploma in Healthcare Management or Business Administration or Communications, or a related field.
• Minimum of three (3) years’ experience in a similar or related role within a busy healthcare environment

Skills Required

• Proficient in using CRM systems to track client interactions, manage follow-ups, and maintain comprehensive client profiles.
• Understanding of hospital services, billing systems, and insurance coverage to effectively address client queries and concerns.
• Ability to assess and resolve client complaints or concerns promptly, balancing both client needs and hospital policies.
• Skilled in managing difficult conversations while maintaining professionalism and a calm demeanor.
• Excellent Communication Skills.
• Empathy and Compassion.
• Sensitivity to patients’ emotional states, making sure they feel heard and valued during their hospital experience.
• Attention to Detail and Organizational Skills.

• Act as the primary point of contact for patients, families, and external clients;
• Maintain regular communication with clients to understand their needs, gather feedback, and ensure satisfaction with hospital services;
• Build and nurture long-term relationships, enhancing patient retention and fostering loyalty;
• Address patient and client concerns or complaints swiftly, working to resolve issues to ensure a positive experience;
• Coordinate with other departments to ensure that patient and client needs are met;
• Follow up on unresolved issues, ensuring that clients feel heard and supported throughout the process;
• Gather feedback from patients and clients to identify opportunities for service improvements or new offerings;
• Collaborate with line manager hospital leadership and various departments to recommend changes or improvements based on client feedback;
• Provide regular reports on client satisfaction levels, trends, and areas for improvement to the Customer Experience Team Leader; and,
• Any other responsibilities that may be assigned to the job holder by the line supervisor from time to time.

• Proficient in using CRM systems to track client interactions, manage follow-ups, and maintain comprehensive client profiles.
• Understanding of hospital services, billing systems, and insurance coverage to effectively address client queries and concerns.
• Ability to assess and resolve client complaints or concerns promptly, balancing both client needs and hospital policies.
• Skilled in managing difficult conversations while maintaining professionalism and a calm demeanor.
• Excellent Communication Skills.
• Empathy and Compassion.
• Sensitivity to patients’ emotional states, making sure they feel heard and valued during their hospital experience.
• Attention to Detail and Organizational Skills.

• Diploma in Healthcare Management or Business Administration or Communications, or a related field.
• Minimum of three (3) years’ experience in a similar or related role within a busy healthcare environment