Customer Care Representative at City Eye Hospital

Customer Care Representative at City Eye Hospital – City Eye Hospital Kenya Job Details

About the Role

City Eye Hospital is seeking a Customer Care Representative for a full-time position in Nairobi. This role is central to the patient experience, as it bridges initial client contact with service delivery across the hospital’s departments. The Customer Care Representative at City Eye Hospital will manage front office operations, handle patient registration, coordinate appointments, and process billing—ensuring clients receive professional and timely support from their first interaction onward.

As a healthcare facility serving the Nairobi market, City Eye Hospital relies on its front office team to maintain service standards and uphold patient satisfaction. This position requires someone who can balance multiple administrative tasks while maintaining composure and courtesy under pressure. You will work closely with clinical teams, accounts staff, and external partners to support the hospital’s reputation and operational flow.

Key Responsibilities

• Greet and welcome patients at the front office, assess their needs, and direct them to the appropriate service areas or departments.
• Answer incoming telephone calls promptly, provide information to callers, and route calls to the correct staff member or department.
• Register new patients into the hospital’s ERP system and maintain accurate patient records throughout their visit.
• Locate and retrieve patient files using patient identification numbers, and ensure files are returned and stored according to established procedures at day’s end.
• Review patient notes to confirm the type of service required and flag any special requirements before appointment confirmation.
• Schedule patient appointments, communicate appointment details verbally, and provide appointment cards to ensure patients have clear information about their visit.
• Process patient billing for consultations and collect payments via M-Pesa or bank transfer; reconcile all payments daily and report figures to the accounts department.
• Provide recommendations to the Front Office Coordinator on policies, procedures, and operational improvements that could increase front office efficiency.
• Support departmental projects and accept additional duties as directed by your line manager or authorized personnel.

Requirements & Qualifications

• Diploma or higher qualification in Sales and Marketing, Public Relations, or a related social sciences discipline.
• Minimum two years of experience in a customer service representative role or similar front office position.
• Demonstrated excellence in customer care and the ability to handle inquiries with professionalism and empathy.
• Strong verbal and written communication skills, with the ability to explain procedures clearly to patients and liaise between departments.
• Competency in time management and the ability to prioritize tasks and meet deadlines with minimal supervision.
• Proven ability to work independently and as part of a team, with proactive and assertive interpersonal skills.
• Reliable and self-motivated, with a commitment to maintaining courtesy and patience with all colleagues and patients, regardless of circumstances.

What to Expect

• A structured front office environment where adherence to patient waiting time targets is monitored and enforced across all departments.
• Regular interaction with clinical staff, accounts personnel, and patients from diverse backgrounds; clear communication and coordination between teams are central to the role.
• Accountability for cash handling, file management, and data entry; accuracy and attention to detail are essential to hospital operations.
• This Customer Care Representative at City Eye Hospital position in Nairobi is open to qualified candidates. Click Apply below to submit your application.

Method of Application

send your CV and cover letter to: [email protected]