Customer Experience Manager
On-siteNakuru, Nakuru County, Kenya
Job Summary
Oversee and enhance the overall patient experience throughout the patient journey by leading customer service teams, strengthening service delivery standards, and resolving patient concerns. Implement strategies that improve patient satisfaction and engagement while ensuring effective communication and coordination between patients, hospital staff, insurance partners, and other stakeholders. Analyze patient feedback to drive service improvements and collaborate with multidisciplinary teams to maintain high service recovery processes. This role requires a Bachelor's degree in Healthcare Management or related fields, five years of relevant experience including two in leadership, and strong emotional intelligence to support Valley Hospital's Level 4 inpatient and outpatient services in Nakuru.
Required 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
Desired Qualifications
- 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
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