REF: TNH/HRD/PEC/08/19
Managing patient experience of the entire Hospital and ensuring that contact with the public meets and exceeds patient expectations and invokes a favorable attitude toward the Hospital.
Responsibilities
- Planning, organizing and managing customer service activities.
- Ensuring positive feedback from clients and staff are appreciated/recognized
- Coordinating with other departments on customer complaints and follow ups.
- Handling customer complaints or any crises arising.
- Identifying gaps in service delivery and recommend appropriate training
- Developing and modify procedures as required to create customer value.
- Coordinating and conduct client visits to seek feedback, monitor changes and identify the need for new services.
- Auditing customer service standards and implementing training programme.
- Developing customer service policies and standards for the Hospital.
- Training staff on customer service standards, requirements and expectations of the Hospital.
- Monitoring and measure customer service levels of the Hospital.
- Benchmarking with relevant institutions on emerging customer service practice.
- Supervising the performance of the customer service staff.
- Preparing and manage customer service budget.
- Any other duties that may be assigned from time to time.
Qualifications
- A Bachelor’s degree in Commerce, Hospitality, Public relations or equivalent.
- A Masters degree in marketing or Public Relations will be an added advantage.
- Membership to relevant professional bodies.
- Six (6) years progressive work experience,3 of which on a supervisory position.
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