Posted:Mon at 10:27 AM
By:Hiring Kenya
Company Details
Industry:
Hospital & Health Care
Description:
Located in Parklands Area in Nairobi, M.P. Shah Hospital is a modern 210-bed facility which is home to highly skilled and experienced specialists and professional medical staff. For generations, we have been ranked among the best private hospitals in Kenya because of our excellent standards and the high quality of services and personal care we provide.
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We are pacesetters in our field, inspired by our core value of care. We care about the dignity of our patients and strive to become a one-stop healthcare provider in East and Central Africa. We operate under the umbrella of the Social Service League which is a non-racial, non-religious, non-political charitable institution. The scope of the social service league includes the main hospital in Parklands, the Village Market Medical Clinic, and the Dinshaw Byramjee Dispensary and Dental Unit located in Nairobi downtown, at Ronald Ngala Street.
Job Description
Duties & Responsibilities:
- Patient Experience– Develop & implement customer service standards & policies to ensure positive patient experience throughout the customer journey.
- Customer Feedback handling- Serve as the escalation point for patient feedback and enquiries, thereby assisting the customer care officers and contact centre agents with complex and disgruntled patient situations requiring intervention.
- Contact Centre Management- Oversee the use of the contact centre system to monitor the daily productivity of the team by analyzing data to improve processes, maximize efficiency and enhance customer satisfaction. Review and escalate patient feedback to the relevant departments & follow through to ensure the tickets are closed within the required time frame with appropriate information feedback to patients. Monitor and track patient feedback trends to identify recurring issues and give recommendations on areas of improvement.
- Team Management- Guide and supervise the Customer Experience Executives and Contact
- Centre Agents to accomplish required tasks and meet performance targets through ensuring they understand and comply with all departmental objectives, performance standards, and policies as required.
Key Performance Indicators
- Maintain a call drop rate of no more than 10%.
- Track and improve client satisfaction ratings based on the efficiency and effectiveness of feedback handling.
- Efficiently manage and resolve patient feedback issues, ensuring timely and satisfactory solutions.
- Escalate feedback through the ticketing system as needed and prepare comprehensive daily reports for analysis and improvement.
- Ensure that booking of appointments from the contact center align with the monthly set targets.
Qualifications, Regulatory & Legal Requirements
- Bachelor’s degree in Business Administration, Marketing or any business related field.
- 5 years’ experience in customer service, marketing & communications, with at least 1 year in a supervisory role.
- Healthcare industry experience will be an added advantage.
Education: Degree, Diploma
Employment Type: Full Time
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