Premier Hospital, a specialized private facility located in Nyali, Mombasa, continues to advance its mission of delivering comprehensive emergency, outpatient, and inpatient healthcare services. The organization remains committed to a patient-centered culture and maintains its focus on compassion, care, and competence as the foundation of its service delivery model. In line with its ongoing commitment to operational excellence and enhanced patient experience, the hospital seeks to recruit qualified candidates for several key positions. These roles support the hospital’s commitment to high-quality service delivery, efficient healthcare operations, and a seamless experience for every patient who seeks care at its facilities.
The positions currently open for recruitment include Revenue Officer, Customer Experience Officer, and Patient Relationship Officer and Care Manager. Each position carries responsibilities essential to maintaining professional healthcare services and ensuring that patients receive appropriate support across various points of their care journey. Interested candidates are invited to review the job descriptions and submit applications as specified.
REVENUE OFFICER
Reports to: Dental In-Charge / Chief Revenue Officer
Introduction to the Role
The Revenue Officer position plays a critical part in ensuring an efficient workflow at the dental reception area and other designated cash points. The role is operational in nature and supports both administrative and customer-facing functions. It ensures that financial processes related to patient services are conducted accurately, efficiently, and in alignment with hospital procedures.
Job Purpose
The Revenue Officer is responsible for the smooth operation of the dental reception area and any other cash point assigned by the Chief Revenue Officer. This includes providing administrative support, handling patient records, managing financial transactions, and facilitating communication between patients and service providers.
Main Duties and Responsibilities
- Manage incoming calls, schedule appointments, and conduct follow-ups as necessary to ensure smooth operations.
- Oversee the dental reception area and ensure that patients receive the recommended and approved dental care combined with personal attention in a timely and professional manner.
- Ensure completion of all required documentation before and after patients receive services.
- Maintain and manage the recall system, including confirming pending appointments, recalling dormant accounts, and completing chart audit files for all clients.
- Confirm insurance coverage, assist clients with filling out insurance forms, bill patients appropriately, and ensure that all preauthorization forms are completed and uploaded on the relevant portal or system.
- Generate reports as required for operational and managerial use.
- Perform clerical duties such as creating files, taking minutes when delegated, handling correspondence, and performing any other assigned duties.
Minimum Requirements / Qualifications (provided in the original JD and required to remain as-is)
Diploma in Business Administration or any other business related
Certificate in basic computer studies
Training on hospital insurance packages will be an added advantage
At least 1 year as a receptionist/front office administrator
Key Job Requirements
Honesty, transparency, and integrity
Excellent customer service skills
Effective communication skills including listening, oral, and written communication
Strong interpersonal skills and ability to work as part of a team
Ability to work under pressure with minimal supervision
Analytical and decision-making skills
Proficiency in report writing and presentation
Desire for personal development, improvement, and continuous learning
Application Instructions
Interested candidates whose experience, background, and competence match the outlined requirements should submit their application, consisting of a cover letter and CV/Resume. Applicants must quote the job title Revenue Officer on the email subject line and include current and expected remuneration, testimonials, and full contact details of three referees. All applications must be sent to [email protected]. The deadline for submission is 5.00pm on 1st December 2025. Only online applications will be accepted. Interviews will be conducted on a rolling basis, and only shortlisted candidates will be contacted due to the high volume of applications.
CUSTOMER EXPERIENCE OFFICER
Reports to: Patient Relationship Officer and Care Manager
Introduction to the Role
The Customer Experience Officer plays an essential part in supporting the hospital’s efforts to ensure efficient customer service operations and a positive experience for all patients and visitors. This role focuses on service excellence, effective communication, and smooth coordination of various patient-facing processes across different points of care.
Job Purpose
The Customer Experience Officer is responsible for overseeing the customer service functions of Premier Hospital, ensuring the delivery of exceptional service, managing patient flow, handling inquiries, and maintaining service standards consistent with the hospital’s objectives for quality healthcare delivery.
Main Duties and Responsibilities
Deliver Exceptional Customer Service
The officer ensures that all patients and visitors receive professional and courteous service. This includes responding to inquiries, supporting patient navigation, and addressing issues promptly.
Manage the Customer Experience Desk
Oversee daily operations at the customer experience desk, ensuring all patient needs are met efficiently.
Call Center Operations
Handle incoming calls, respond to customer inquiries, and ensure that all call-related processes are managed professionally.
Outpatient Department Coordination
Support the coordination of outpatient department activities to ensure seamless service delivery.
Quality Management System Compliance
Ensure adherence to established quality standards and support efforts toward continuous improvement.
Doctor and Room Management
Coordinate doctor schedules and manage consultation room allocations to ensure service efficiency.
Appointment Scheduling and Management
Support appointment booking, confirmations, cancellations, and follow-ups as required.
Enquiry and Feedback Management
Handle feedback, respond to concerns, and track issues requiring follow-up.
Training and Standards Enforcement
Support training initiatives aimed at maintaining high customer service standards.
Patient Orientation and Guidance
Provide direction and information to patients as they navigate various service points in the hospital.
Minimum Requirements / Qualifications (as provided and required to remain unchanged)
Diploma in Front Office Operations, Hospitality Management, or a related field
Formal training in customer service or customer care
2-3 years of experience in a customer-facing role in a busy service environment
Experience working in a hospital or healthcare setting is an added advantage
Personal Characteristics and Competencies
Strong communication and interpersonal skills
High levels of empathy, patience, and problem-solving abilities
Proficiency in handling complaints, conflict resolution, and crisis management
Excellent time management and organizational skills
Critical thinking abilities and decision-making skills that support high-quality patient service
Understanding of customer experience trends and tools
Application Instructions
Candidates who meet the criteria and possess relevant experience are required to submit their application including a cover letter and CV/Resume. The email subject line must include the title CUSTOMER EXPERIENCE OFFICER. Candidates must include their current and expected remuneration, testimonials, and contact information for three referees. Applications should be sent to [email protected] by 5.00pm on 27th November 2025. Only online submissions will be considered. Interviews will be conducted on a rolling basis, and only shortlisted applicants will be contacted.
PATIENT RELATIONSHIP OFFICER AND CARE MANAGER
Reports to: Marketing and Business Development Manager
Introduction to the Role
This role is positioned at the intersection of patient care, communication, and service coordination. The Patient Relationship Officer and Care Manager is expected to ensure a positive patient experience by building strong relationships, addressing concerns, coordinating care plans, and facilitating communication among healthcare providers, patients, and administrative teams.
Job Purpose
The primary purpose of this role is to manage patient interactions, implement care plans, act as an intermediary between patients and healthcare teams, and uphold high standards of patient care and satisfaction throughout the hospital.
Main Duties and Responsibilities
- Patient Relationship Management
Serve as the main contact for patients and their families throughout their treatment journey.
Address inquiries, concerns, and complaints professionally and promptly.
Build and maintain patient relationships that foster trust and satisfaction.
Monitor patient satisfaction trends and implement improvement strategies. - Care Coordination
Develop individualized care plans in collaboration with healthcare teams.
Coordinate patient appointments, follow-ups, and specialist consultations.
Ensure continuity of care by keeping patients informed about their treatment plans. - Communication
Act as a liaison between healthcare teams, patients, and administrative departments.
Facilitate clear communication to ensure smooth service delivery.
Provide information to patients regarding services, treatment options, and support resources. - Documentation and Reporting
Maintain accurate and updated records of patient interactions and care outcomes.
Prepare reports for management regarding satisfaction levels and care metrics.
Ensure confidentiality of patient information in compliance with regulations. - Patient Advocacy
Represent and advocate for patient needs within the healthcare system.
Assist patients in understanding treatment options and navigating the healthcare environment.
Support patients in accessing medical, administrative, and psychosocial resources. - Quality Improvement
Participate in initiatives aimed at improving patient care and experience.
Identify gaps in service delivery and recommend corrective actions.
Monitor and evaluate care management programs. - Education and Training
Educate patients and families on healthcare options, treatment procedures, and aftercare requirements.
Provide training to healthcare staff on best practices in patient relationship management and care coordination.
Minimum Requirements / Qualifications (as provided and unchanged)
Bachelor’s degree in nursing (BSN) or equivalent. A master’s degree in healthcare management or a related field is preferred
Registered Nurse (RN) with a valid practicing license
At least 5 years of experience in nursing and healthcare management focusing on patient care and customer service
Customer Care training
Strong leadership and team management abilities
Effective communication and interpersonal skills
Ability to manage stressful situations and resolve conflicts
Proficiency in healthcare management systems
Knowledge of regulatory standards in healthcare
Key Job Requirements
Commitment to patient-centered care
Strong leadership and motivation skills
Problem-solving abilities to support high-quality service delivery
Effective communication with all stakeholders
Adaptability in dynamic healthcare environments
Teamwork and collaboration skills
Ability to maintain positive engagement with corporate clients and insurance partners
Application Instructions
Applicants who meet the required qualifications and competencies should submit their cover letter and CV/Resume, quoting PATIENT RELATIONSHIP OFFICER AND CARE MANAGER on the email subject line. Applications should include current and expected remuneration, testimonials, and contact details for three referees. All applications must be sent to [email protected] no later than 5.00pm on 27th November 2025. Only online applications will be accepted. Interviews will be conducted on a rolling basis, and only shortlisted applicants will be contacted.
