Patient Experience Assistant

i). Job Purpose: The overall purpose of this role is to ensure seamless service delivery for individual and corporate clients by providing personalized coordination services in order to enhance patient experience and promote the wellness package portfolio.

ii). Duties and Responsibilities

• Gathering customer feedback of hospital services and products through questionnaire collection and in-patient ward visits.
• Formulating data collection tools e.g. questionnaires, survey tools etc. to gather information on external and internal customer satisfaction and ensure adequate supply
• Compiling daily reports from the questionnaire collected from patient satisfactory questionnaires.
• Visiting the in-patients in the ward.
• Promoting and maintaining Customer Service standards through planning and conducting surveys and Customer Service audits.
• Attending to disgruntled clients in the Hospital and ensuring that their complaints are resolved.
• Conducting hospital tours to educate prospective clients on services and products offered in the hospital.
• Coordinates hospital and departmental Marketing & Customer Service events.
• Creating awareness of hospital products and services to the public including e.g. managing hospital information desks.
• Facilitating customer service induction programs for new staff.
• Training departments on how to create positive bonds with customers and improve the hospital customer service standards.
• Participates in the collection, creation, compilation, of material, design and concept, printing and distribution of the hospital publications.
• Handling and managing VIP and press.
• Liaising with outsourced PR Companies in PR matters.

iii). Qualifications

1. Education

• Bachelor’s Degree in Front Office Operations/Public Relations/Customer Service/Business Management
• Computer Literate.

2. Job Experience

• Minimum of 2 years’ experience in Front office operations and Customer care in the Service industry.

iv). Key Competencies – Skills/ Knowledge/ Aptitude

• Good interpersonal Skills.
• Strong oral and written communication skills
• Exceptional interpersonal skills
• Excellent customer service skills
• Patience and calmness under pressure
• Ability to handle complaints and difficult situations
• Able to work as a team member and encourage and promote a culture of caring.

Location: AAR Hospital, Kiambu road

How to Apply: To send application letter and CV ONLY to recruitment@aarhospital.com

Other Specifications: Candidates to indicate expected salary on the application letter