ABOUT OUR COMPANY

Imara Hospital is a multi-specialty healthcare facility established in 2015 and managed by doctors, focused on providing holistic care to its clients. Our mission is to create better lives for people living in underserved areas by providing affordable, world-class healthcare while compassion through service excellence.

We wish to fill in the above vacancy at our Clinical Department. Details of the position are as follows: -

JOB SUMMARY

The Client Experience Officer will be the primary point for patients and visitors, aiming to ensure patient satisfaction by delivering a welcoming, efficient and empathetic experience throughout their hospital visit.

A) KEY RESPONSIBILITIES

• Act as the first point of contact, ensuring patients are properly welcomed and navigated through various service points
• Attend to all immediate patient feedback, complaints, and concerns, ensuring timely and effective resolution
• Monitor patient satisfaction data, analyze trends, and lead initiatives to improve service quality and patient-centred care
• Oversee the delivery of services in line with hospital policies and promote compassionate, patient-centered culture
• Develop and implement patient management scores and patient flow protocols
• Coordinate with internal teams to ensure seamless client journeys
• Identify and bridge gaps in service delivery to enhance client satisfaction
• Ensure compliance with organizational policies, confidentiality, and data protection standards

B) QUALIFICATIONS

• Diploma or Degree in front office, Marketing, Communications or any related field.
• 2-3 years of experience in a customer-facing role, preferably in a hospital setting
• Fluent in English and Swahili languages
• Experience in customer service, front office or client experience
• Knowledge of medical terminologies and hospital procedures is an added advantage
• Proficiency in computer applications

C) JOB SKILLS:

• Excellent communication and interpersonal skills
• Strong problem-solving and conflict-resolution abilities
• Client-oriented and service-minded
• Establish and maintaining excellent customer relationships
• High organization with keen attention to detail
• Ability to manage multiple priorities in a fast-paced environment

• Act as the first point of contact, ensuring patients are properly welcomed and navigated through various service points
• Attend to all immediate patient feedback, complaints, and concerns, ensuring timely and effective resolution
• Monitor patient satisfaction data, analyze trends, and lead initiatives to improve service quality and patient-centred care
• Oversee the delivery of services in line with hospital policies and promote compassionate, patient-centered culture
• Develop and implement patient management scores and patient flow protocols
• Coordinate with internal teams to ensure seamless client journeys
• Identify and bridge gaps in service delivery to enhance client satisfaction
• Ensure compliance with organizational policies, confidentiality, and data protection standards

• Excellent communication and interpersonal skills
• Strong problem-solving and conflict-resolution abilities
• Client-oriented and service-minded
• Establish and maintaining excellent customer relationships
• High organization with keen attention to detail
• Ability to manage multiple priorities in a fast-paced environment

• Diploma or Degree in front office, Marketing, Communications or any related field.
• 2-3 years of experience in a customer-facing role, preferably in a hospital setting
• Fluent in English and Swahili languages
• Experience in customer service, front office or client experience
• Knowledge of medical terminologies and hospital procedures is an added advantage
• Proficiency in computer applications