Valley Hospital is a premier health facility located in Nakuru, offering diverse services with a mission to provide quality yet affordable healthcare. We are seeking a Customer Relations Officer (Locum) to join our team. The successful candidate will serve as the primary point of contact for patients, families, and external clients, ensuring high levels of satisfaction and fostering long-term loyalty through effective communication and conflict resolution.
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 manager, 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.
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
Proficient in using CRM systems to track client interactions and manage 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 with professionalism.
Excellent communication skills.
Empathy and compassion with sensitivity to patients’ emotional states.
High attention to detail and organizational skills.
How to Apply
Interested and qualified candidates should apply online via the Valley Hospital recruitment portal at valleyhospital.zohorecruit.com.
How to Apply
Interested and qualified candidates should apply online via the official recruitment portal. Visit Valley Hospital on Zoho Recruit to submit your application.
