Client Experience Manager
- Parklands Hospital
- Permanent
- 01, Apr 2025
- Client Services
Purpose Statement
Our purpose is to enable and maintain health.
Mission
To provide high quality care that exceeds our clients’ expectations.
Job Description
About Avenue Healthcare
Avenue Healthcare is one of the leading private healthcare groups in East Africa running 3 Hospitals, and 16 clinics across Kenya, and a Home-care business. With over 25 years in the healthcare industry, Avenue Healthcare runs 300 hospital beds with over 1,000 staff members, and more than 400 specialists and serves over 400,000 patients annually, offering primary, secondary, and tertiary healthcare services.
POSITION: CLIENT EXPERIENCE MANAGER
POSITION TYPE: PERMANENT
LOCATION: PARKLANDS HOSPITAL
DEPARTMENT: CLIENT SERVICES
REPORTS TO: HOSPITAL MANAGER
Job Objective/Purpose
Ensure delivery of superior customer experience at all points of the patient journey and lead innovation and creativity towards continuous service improvement, client engagement, and client satisfaction.
Key Responsibilities
1.Team leader for the client experience coordinators across the Group.
2.Spearheads in the formulation of client experience systems and process across the Group.
3.Lead the implementation of all systems and processes aimed at improving client experience including but not limited to NPS monitoring, floor management, appointments’ system, complaints’ management mechanisms, admission process, discharge process.
4.Daily management and improvement of the patient journey and turnaround time.
5.Oversee the call center performance and implement client follow up calls.
6.Conduct daily customer care in-patient rounds, obtain feedback, generate reports, and follow-up with responsible departments.
7.Proactively work with departmental heads to improve non-clinical services
8.Conduct regular doctors’ satisfaction reports.
Patient surveys – Gathers relevant feedback from clients regarding the level of service noting areas of commendation and those requiring improvement.
10.Contribute to internal and external communications, this may include web content, social media, emails, printed advertisements, customer packs and more
11.Oversee front desk and admission desk operations
12.Supervise all front desk, admission clerks, and customer care officers.
13.Act as the custodian of general grooming of all front-facing staff
14.Coaching and development of new and existing staff, transforming communications and the way they work
15.Any other duty as assigned by the supervisor in line with the job description.
Person Specification
- Diploma in Business Management and any other related field. Bachelor’s degree is preferred and an added advantage.
- 3 years’ experience working in a customer-facing role, preferably in the healthcare or hospitality industry.
- Minimum of 3 years of relevant working experience.
- Confident, organized and with excellent communication.
- Critical thinking, analytical and problem-solving skills.
- Excellent interpersonal and a team player.
- Ethical, empathetic and customer focused
