Customer Service Assistant
- Thika Hospital
- Permanent
- 17, Mar 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 15 clinics across Kenya, and a Homecare 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: CUSTOMER SERVICE ASSISTANT
TYPE: PERMANENT
LOCATION: THIKA
DEPARTMENT: CLIENT SERVICE
REPORTS TO: RECEPTION IN CHARGE
Job Objective/ Purpose:Responsible for collecting patient feedback, managing service queues to ensure efficiency, and assisting patients throughout their hospital experience by providing guidance, addressing concerns, and facilitating seamless service delivery.
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Key Responsibilities:
1. Welcoming patients and visitors upon arrival, ensuring they feel comfortable and attended to while providing guidance to appropriate service areas based on their needs, and offer step-by-step directions, to help them navigate the hospital premises with ease.
2. Manage the issuance of service tickets by assisting clients through the queuing process while overseeing and monitoring service queues to enhance efficiency, reduce wait times, and smooth flow of operations.
3. Provide clear guidance to clients on completing the patient feedback collection form, explaining rating criteria, checkbox, and ensuring valuable input is received for service improvement.
4. Ensure that patients fully understand their options and the necessary processes while offering guidance on accessing specific departments, medical specialists, or administrative services to enhance their overall experience within the hospital.
5. Promptly and professionally respond to patient inquiries, providing clear and comprehensive information about available services, facilities, and procedures available within the premises.
6. Promptly relay any service-related issues or delays to patients, providing timely updates and reassurance to ensure transparency and manage expectations.
7. Distribute relevant informational materials as needed to educate clients about the hospital’s services, pricing, accessibility, and procedures, helping to promote awareness and facilitate informed decision-making.
8. Stay informed about the schedules of various specialist clinic days and work closely with the booking coordinator to provide accurate appointment dates and assist patients in scheduling their consultations.
9. Conduct daily rounds in the inpatient department to gather real-time feedback on any complaints or concerns and communicate these issues to the relevant HODs with recommendations on effective solutions to address and resolve them.
10. Ensure that Avenue Healthcare corporate governance policies are adhered to, including preventing, detecting, and reporting any fraud or criminal activities, and Implementing audit recommendations.
11. Ensure adequate knowledge of, and compliance to all Avenue Healthcare policies, procedures, and systems, especially policies pertaining to the provision of medical services and finance.
12. Maintain patient privacy and confidentiality at all times.
13. Any other duty as assigned by the supervisor.
Person Specification
· Diploma in Front Office/Business Administration/ Health Records, or its equivalent.
· 2+ years’ experience in a similar role, preferably in a Hospital set-up
· Customer focus and results oriented
· Strong interpersonal skills, team playing abilities, and communication skills.
· Highly responsive, ethical and responsible
