Customer Care Officer at Tenwek Hospital

Job Purpose

• The role-holder provides exceptional customer service to CTC customers and clients, addressing inquiries, scheduling appointments, and ensuring a positive patient experience in line with hospital policies and prevailing regulations.

Key Responsibilities/Duties/Tasks

• Interact with patients on behalf of CTC, building rapport and fostering a positive reputation.
• Address customer inquiries and concerns promptly, professionally, and courteously through various channels (phone, email, social media, etc.).
• Resolve customer issues effectively, ensuring a high level of satisfaction.
• Update and manage patient information within the CTC’s electronic health record system.
• Assist patients in scheduling appointments for consultations, evaluations, treatments, and followup.
• Provide patients with brochures and marketing materials about Tenwek Hospital’s services.
• Proactively reach out to patients and the community to communicate about existing and new services offered by CTC.
• Understand and communicate changes in hospital service offerings to ensure patients are wellinformed.
• Ensure accurate billing information is obtained and direct patients to the appropriate departments.
• Track call-related data for reporting and auditing purposes.
• Compile weekly reports on customer service issues, training needs, and overall satisfaction.
• Maintain a clean and organized workspace.
• Uphold all CTC policies and procedures, maintaining patient confidentiality.
• Escalate complex issues or challenges to the supervisor appropriately.
• Collaborate effectively with other departments to ensure seamless patient care.
• Remain up to date on hospital services and procedures.
• Perform other duties as assigned from time to time.

Job Dimensions

• Analytical Decisions: Reviewing and interpreting data and information and options to inform decision-making and execution of responsibilities.
• Operational Decisions: Day-to-day work tasks.

Job Competencies (Knowledge, Skills, Experience, and Attributes)

Academic Qualifications

• Diploma in Business Administration / Secretarial / Customer Care / Front Office Operations or any other related field from a recognized institution.

Work Experience

• Minimum of 2 years’ experience as a customer care officer or similar position in the communications field.

Functional Skills and Behavioral Competencies

• Multi-tasking and time-management skills in a fast-paced environment.
• Ability to learn and implement new operating procedures, understand abstract ideas, problemsolve, and improvise solutions.
• Good understanding of escalation triggers at work situations.
• Ability to work under minimal supervision, self-driven.
• Track record of integrity and meeting ambitious targets.
• Intermediate proficiency in MS Office tools (Excel, Word, PowerPoint).
• Excellent communication and interpersonal skills, with the ability to build relationships and influence others, and to be a joy to work with.
• Self-motivated, strong work ethic, able to work under minimal supervision.
• Passion for God and for the wellbeing of mankind while driving positive social impact and transformational change in the community.
• Exemplifies integrity and honesty.