ABOUT OUR COMPANY

Imara Hospital is a multi-specialty healthcare facility founded 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 word-class healthcare with compassion through service excellence.

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

JOB SUMMARY

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

• Act as the first point of contact, ensuring patients are properly welcomed and navigated through various service points
• Actively solicit and handle 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 -centered care
• Maintain high standards of service in line with hospital policies and promote compassionate, patient-centered culture
• Ensure adherence to queue management systems and patient flow protocols
• Coordinate with internal teams to ensure seamless client journeys
• Identify service gaps and recommend improvements to enhance client satisfaction
• Ensure compliance with organisational policies, confidentiality, and data protection standards

• Fluent in English and Kiswahili languages
• Experience in customer service, front office or client experience

• Diploma or Bachelors 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 Kiswahili languages
• Experience in customer service, front office or client experience
• Knowledge of medical terminologies and hospital procedures is an added advantage