1. General


Job Title:

Patient Experience Assistant




Patient Experience

Reports to:

Patient Experience Officer  

Reporting into this Role:


Job Purpose:


To provide exemplary customer service to internal and external customer, handle inquiries and carry out Marketing and Customer Service assignments.


  1. 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 Customers whom we did not meet their expectations 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, and distribution of hospital publications.
  • Handling and managing VIP and press.
  • Liaising with outsourced PR Companies in PR matters.
  • Qualifications


  1. Education
  • Bachelor’s Degree in Front Office Operations/Public Relations/Customer Service/Business Management
  • Computer Literate.
  1. Job Experience
  • Minimum of 2 years’ experience in Front office operations and Customer care in the Service industry.


  1. 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.

If your career aspirations match this exciting opportunity,
we will be happy to hear from you.
Send your application to


Deadline: 1st October 2022


DIVISION                              :Clinical Services

DEPARTMENT                     : Laboratory Department

REPORTS TO                            : Head of Clinical Services  


Responsible for overseeing, supervising, and administrating all laboratory activities, in accordance with established hospital and department policies and standards. Will comply with all criteria mandated by appropriate accrediting and licensing agencies.




Leadership Competencies


  1. Demonstrating the ability to communicate the hospital’s mission, vision, and values, as well as departmental goals, to all staff.
  2. Providing leadership and guidance to other leaders and staff in goal setting, problem solving, resource management, and outcome achievement.
  3. Defining performance objectives and metrics for the department and assesses the level of competence of staff in a timely manner.
  4. Demonstrating a commitment to a healthy work environment by modeling the desired behaviors and encouraging those in others.
  5. Demonstrating the ability to cope with and manage change, as well as help others do the same.
  6. Collaborating with other departments to create systems and problem solve ongoing issues that impact departmental/organizational goals and/or patient care delivery.

7.Demonstrating fiscal accountability for department resources and the ability to achieve outcomes within allocated resources.

8.Incorporating quality improvement data and/or patient satisfaction data into departmental goals.

9.Demonstrating a clear understanding of regulations applicable to patient care and/or other department functions.

Essential Functions

  1. Plans, organizes, and directs department/program activities. Develops goals and objectives, establishes, and implements policies and procedures for department/program operation.
  2. Reviews department performance, affects changes, as needed, to improve services provided and ensure compliance with both hospital guidelines and regulatory requirements, and keeps administration informed of department/program activities, needs, and problems.
  3. Introduces and demonstrates new procedures, programs, and equipment to the staff. Plans and conducts meetings and discussions with both administration and staff to encourage participation in formulating departmental/program policies, promote initiative, solve problems, and to interpret new regulations and procedures.
  4. Oversees the selection, training/orientation, and assignment of the staff. Develops standards of performance and monitors and supervises staff; evaluates performance and initiates or makes recommendations for personnel actions, such as promotions, transfers, salary increases, and disciplinary action.
  5. Develops and recommends department operating budget and ensures that the department operates within allocated funds. Applies cost‑effective measures to select and purchase equipment and supplies.
  6. Is responsible for the department’s operational excellence and ensures that the department delivers quality services in accordance with applicable policies, procedures, and professional standards.
  7. Manages human resources (HR) to ensure quality services positive and promote employee relations.
  8. Is responsible for the fiscal management of the department and ensures the proper utilization of organization’s financial resources.
  9. Effectively communicates departmental, organizational, and industrial information to staff.
  10. Attains all agreed to goals and objectives within specified time frames, as part of the organization’s overall mission
  11. Attends all required safety training programs and can describe his or her responsibilities related to general safety, department/service safety, and specific job‑related hazards.
  12. Follows the hospital exposure control plans/bloodborne and airborne pathogens.
  13. Demonstrates respect and regard for the dignity of all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment.
  14. Promotes effective working relations and works effectively as part of a department/unit team inter- and intra-departmentally to facilitate the department’s/unit’s ability to meet its goals and objectives.
  15. Coordinates departmental/program functions with other hospital departments and promotes good department/program public relations. Participates in administrative staff meetings and attends other meetings as assigned. Establishes and maintains communications within the department and with other hospitals.
  16. Encourages professional development of department personnel through in-service education and outside conferences. Encourages staff participation in Hospital and other departmental programs and activities. Encourages interlaboratory participation. Resolves staff conflicts.



  • Master of Medicine in Clinical Pathology.
  • Advanced competency in diagnostic clinical pathology.
  • Sound reasoning skills enabling both sound scientific judgment and appropriate management decisions.
  • Keyboard skills and basic computer literacy are essential.
  • 2 years working experience of which must be in a supervisory cadre in any function in the Hospital.
  • Demonstrable leadership skills.
  • Sound decision making and problem-solving skills.
  • Excellent communication skills.
  • Business savvy.

If your career aspirations match this exciting opportunity,
we will be happy to hear from you.
Send your application to Recruitment@aarhospital.com.

Deadline: 30th September 2022

Job Purpose

The overall purpose of this role is to carry out dental examinations and related procedures to the hospital’s patients in line with established protocols the hospital’s patient care objectives.

Key duties and responsibilities                         

a)    Carry out patients’ dental examinations using dental instruments and other diagnostic equipment to evaluate the condition of patients and advise on appropriate treatment plan;

b)    Carry out dental procedures including surgical, restoration, restorative as relates to the diagnosis in order to restore patients’ dental health;

c)     Conduct regular reviews for continuing patients in order to monitor their progress;

d)    Provide advice to patients on preventive dental care, causes and treatment of dental problems and oral health care;

e)    Provide advice on the appropriate design and specifications of equipment for procurement by the Hospital in order to ensure the equipment is fit for purpose;

f)     Ensure proper use of dental materials and equipment and monitor the functionality of the equipment to ensure seamless provision of dental services;

g)    Document and record all processes for ease of reference and decision making purposes;

h)    Book patients and attend to emergency patients in the clinic; and

i)      Any other responsibilities that may be assigned to the job holder by the supervisor from time to time.

Knowledge, experience and qualifications required

  • Bachelor of Science degree in Dental Surgery from a recognized institution;
  • Must be registered with the Kenya Medical Practitioners and Dentist Council and hold a valid practicing licence.
  • Minimum of 2 years’ relevant experience.


Technical & Behavioural competencies

  • Ability to review and manage dental patients
  • Knowledge and ability to classify dental diseases
  • Ability to conduct dental procedures
  • Ability to operate dental instruments and diagnostic equipment
  • Time management skills
  • Interpersonal skills
  • Analytical skills

If your career aspirations match this exciting opportunity,
we will be happy to hear from you.
Send your application to


Deadline: 30th September 2022