At Avenue Healthcare, we believe in more than just treating illness—we believe in transforming lives through compassionate, high-quality care that consistently exceeds expectations. As one of the leading private healthcare groups in East Africa, our commitment to exceptional service is reflected in the operations of our 3 hospitals, 16 clinics, and a vibrant home-care business across Kenya. With over 25 years of experience, we proudly serve over 400,000 patients annually and work with a team of more than 1,000 staff and 400 specialists.
As we continue to grow and strive for excellence in all aspects of healthcare delivery, we are looking for passionate, skilled, and visionary individuals to join our team. We are currently recruiting for the role of Client Experience Manager at our Parklands Hospital.
If you’re driven by the need to make a real difference in the lives of patients and committed to creating a seamless healthcare journey, we want to hear from you.
Job Purpose
The Client Experience Manager is a strategic leadership role responsible for delivering a world-class customer experience across all touchpoints of the patient journey. This role champions client satisfaction, drives continuous service improvement, and ensures that every Avenue Healthcare client enjoys a seamless, welcoming, and compassionate interaction with our facilities.
Key Responsibilities
As a Client Experience Manager, you will:
- Serve as the team leader for Client Experience Coordinators across the healthcare group.
- Spearhead the development and implementation of robust client experience systems and processes.
- Lead operationalization of tools and initiatives aimed at improving client experience, including but not limited to:
- Net Promoter Score (NPS) monitoring
- Floor management
- Appointment scheduling systems
- Complaint management mechanisms
- Admission and discharge processes
- Oversee the daily management and enhancement of the patient journey with a focus on turnaround time efficiency.
- Supervise call center performance and implement client follow-up protocols for post-service satisfaction.
- Conduct daily rounds in inpatient areas to gather client feedback, generate performance reports, and coordinate necessary improvements with responsible departments.
- Collaborate proactively with department heads to improve the delivery of non-clinical services across the hospital.
- Administer and report on regular doctor satisfaction surveys to ensure seamless coordination between medical and administrative functions.
- Gather and analyze patient feedback through comprehensive surveys, identifying areas of commendation and highlighting areas for service enhancement.
- Contribute to all internal and external communication efforts, including:
- Website content
- Social media updates
- Email correspondence
- Print advertisements
- Customer information packages
- Oversee operations at the front desk and admissions area to ensure quality service delivery.
- Supervise and support all front desk personnel, admission clerks, and customer care officers.
- Maintain high standards of personal grooming and professionalism among all front-facing staff members.
- Lead the coaching and development of new and existing client service staff, promoting a culture of empathy, service excellence, and continuous improvement.
- Carry out any other related duties as assigned by the supervisor that align with the expectations and responsibilities of the role.
Why Join Avenue Healthcare?
- Impactful Work: You will be directly involved in improving patient satisfaction and service delivery outcomes.
- Growth Opportunities: Avenue Healthcare promotes career development through continuous training and mentoring.
- Collaborative Environment: Work with dedicated professionals committed to making a real difference.
- Trusted Brand: Be part of a highly respected healthcare institution with a 25+ year track record in providing quality care.
Person Specification
To thrive in this role, candidates should demonstrate:
- A Diploma in Business Management or a related field (Bachelor’s degree preferred and an added advantage)
- A minimum of 3 years’ experience in a customer-facing role, preferably in healthcare or the hospitality industry
- Proven leadership abilities, including experience supervising a customer service team
- Exceptional communication and interpersonal skills
- Strong problem-solving and analytical thinking abilities
- A high level of empathy, ethics, and customer-centric values
- Ability to work collaboratively across departments to improve service standards
- Confident and organized personality capable of handling multiple responsibilities in a fast-paced environment
A Glimpse of Avenue Healthcare
- 300 hospital beds
- Over 1,000 staff members
- More than 400 medical specialists
- 400,000+ patients served annually
Avenue Healthcare is passionate about innovation in service delivery, and this role offers a chance to lead from the front lines in redefining the client experience in healthcare.
How to Apply
Interested candidates are encouraged to apply before 1st April 2025. To view full details of the role and submit your application, please refer to the attached PDF for more information.
Apply Now
If you are someone who thrives in a people-focused environment and believes that every patient deserves to be treated with excellence and empathy, then this is your chance to make an impact. Join Avenue Healthcare in our mission to enable and maintain health through high-quality care that consistently exceeds client expectations.
Let’s transform healthcare together—one experience at a time.
