Customer Experience Officer at Equity Afia

Customer Experience Officer at Equity Afia – Equity Afia Kenya Job Details

About the Role

Equity Afia is recruiting a Customer Experience Officer for its Nairobi operations. This is a full-time position within a network of medical professionals dedicated to delivering quality, affordable healthcare across Kenya. The role sits at the intersection of patient care and operational excellence, requiring someone who can manage interactions professionally while maintaining the standards expected in a healthcare setting.

As a Customer Experience Officer at Equity Afia, you will be the first point of contact for patients and stakeholders, responsible for ensuring smooth service delivery and positive interactions across all touchpoints. Your work will directly impact how Equity Afia is perceived and trusted by the communities it serves.

Key Responsibilities

• Manage front-office operations and patient interactions to ensure consistent, professional service delivery
• Respond to patient inquiries and resolve concerns using established protocols and procedures
• Maintain and update patient records within the Health Management Information System (HMIS)
• Coordinate with clinical and administrative teams to streamline patient journeys
• Monitor service quality and identify opportunities for process improvement
• Ensure compliance with healthcare communication standards and data confidentiality requirements
• Generate reports on patient feedback and service metrics as requested

Requirements & Qualifications

• Diploma in Front Office Administration, Business Administration, Health Records, or equivalent qualification
• Minimum two years of work experience in a customer service or service-oriented industry
• Proficiency with computer systems and applications, particularly Health Management Information Systems (HMIS)
• Strong written and verbal communication skills
• Ability to work effectively with diverse patient populations and internal teams
• Professional demeanor and commitment to patient confidentiality

What to Expect

• A structured work environment within a growing healthcare network committed to accessible, quality medical services
• Opportunities to develop your customer service expertise in the healthcare sector and expand your understanding of HMIS platforms
• This Customer Experience Officer at Equity Afia position in Nairobi is open to qualified candidates. Click Apply below to submit your application.