Customer Relations Officer (Locum)
On-siteNakuru, Nakuru County, Kenya
Job Summary
Act as the primary point of contact for patients, families, and external clients to address concerns, inquiries, and complaints promptly. Maintain regular communication to gather feedback, ensure satisfaction, and build long-term relationships that enhance patient retention. Coordinate with internal departments to meet client needs and collaborate with leadership to recommend service improvements based on reported trends. Provide regular reports on client satisfaction levels and areas for improvement to the Customer Experience Team Leader. This role supports the Client Services Department at Valley Hospital, a leading Level 4 facility in Nakuru City, focusing on enhancing relationships between the hospital and its community.
Required 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
- 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
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