Valley Hospital is a premier health facility located in Nakuru, offering diverse services with a mission to provide quality yet affordable healthcare. The Customer Relations Officer (Locum) serves as the primary point of contact for patients, families, and external clients. The role focuses on building and nurturing long-term relationships, ensuring patient satisfaction, and resolving concerns to foster loyalty and retention within the hospital setting.
Key Responsibilities
Client Engagement and Relationship Management
Act as the primary point of contact for patients, families, and external clients.
Maintain regular communication with clients to understand their needs, gather feedback, and ensure satisfaction with hospital services.
Build and nurture long-term relationships, enhancing patient retention and fostering loyalty.
Issue Resolution and Support
Address patient and client concerns or complaints swiftly, working to resolve issues to ensure a positive experience.
Coordinate with other departments to ensure that patient and client needs are met.
Follow up on unresolved issues, ensuring that clients feel heard and supported throughout the process.
Service Improvement and Reporting
Gather feedback from patients and clients to identify opportunities for service improvements or new offerings.
Collaborate with line managers, hospital leadership, and various departments to recommend changes or improvements based on client feedback.
Provide regular reports on client satisfaction levels, trends, and areas for improvement to the Customer Experience Team Leader.
Undertake any other responsibilities that may be assigned by the line supervisor.
Requirements
Minimum Qualifications
Diploma in Healthcare Management, Business Administration, Communications, or a related field.
Minimum of three (3) years’ experience in a similar or related role within a busy healthcare environment.
Skills Required
Proficiency in CRM systems to track client interactions and maintain profiles.
Understanding of hospital services, billing systems, and insurance coverage.
Ability to assess and resolve client complaints promptly while balancing hospital policies.
Skilled in managing difficult conversations professionally.
Excellent communication and organizational skills.
High levels of empathy and sensitivity to patients’ emotional states.
How to Apply
Interested and qualified candidates should apply online through the Valley Hospital recruitment portal on Zoho Recruit. You can access the application page directly via https://www.myjobmag.co.ke/apply-now/1215734.
How to Apply
Interested and qualified candidates should apply online through the Valley Hospital recruitment portal on Zoho Recruit. Follow this link to the application page: https://www.myjobmag.co.ke/apply-now/1215734.
