Client Service Attendant

or Register to apply for this job
Company Details
Industry: Hospital & Health Care
Description: Our mission is to provide high-quality, client-centered, affordable care to mothers and their babies at the highest standards​We achieve our mission by adhering to the following core values: Uncompromising Quality We aim to set a gold standard for quality of care and measure ourselves constantly against our goals. Patient-Centered Care We are sensitive to client and community needs and perceptions by providing prompt, efficient and equitable service as well as feedback, involving clients and community in the resolution of problems that always affect them whilst remaining respectful Teamwork and Openness We leverage strength in unity and diversity to create an environment where we work as a team and have open, direct and transparent conversations and uphold mutual respect Initiative & Continuous Improvement We do what we must do to get the results we need while maintaining the quality of care and dignity of our clients. We learn from our failures to continually improve ourselves guided by evidence, and as we forge a new path, we know that there is always a better way to provide exceptional service Sustainability In order to scale and provide more impact to more communities, we aim to be fiscally sustainable, whilst being mindful of affordability JACARANDA'S VISION Our vision is to become East Africa's largest chain of hospitals that offer high-quality, affordable maternal care as its core service. In addition, we seek to achieve global recognition as a center of clinical excellence and laboratory innovations in maternal health.​By providing high-quality, affordable service at scale, we hope to make a significant positive impact on maternal and child health outcomes in Kenya and beyond. JACARANDA'S HISTORY Jacaranda Maternity started with a vision of bringing high-quality, affordable maternal healthcare to women in Nairobi. We began in 2011 as a mobile clinic, offeing antenatal services to women along Thika Road in Nairobi. As we expanded our services to include delivery, we opened our first stand-alone clinic in Ruiru in 2012 to supplement our mobile clinic services. As demand for our services increased, we had to expand our space. We moved to our current Kahawa West clinic in 2014. Since this move, we have been able to expand our offerings to include more comprehensive maternal health, pediatric health, and general consultation services. Since our founding, we have conducted over 4,500 deliveries and 82,000 outpatient visits and have had excellent outcomes. In this time, we have had zero maternal deaths, a 0.04% stillborn rate, and 66% fewer maternal complications than our competitor hospitals. As we continue to expand, we keep the core tenants of providing high-quality, affordable care at the forefront of everything we do. Our rich history gives us the expertise to care for you and your family, and we look forward to continuing to serve you!
Job Description

Duties and Responsibilities

  • Client Observation & Presence
  • Maintain visible, approachable presence in OPD waiting areas;
  • Be aware-based on information from reception and client themselves, of what people are waiting for, if they are in a hurry, if they are new, etc;
  • Monitor client flow and identify signs of discomfort/ unhappiness;
  • Client Engagement
  • Greet all clients warmly and introduce self as their point of contact;
  • Offer clear, polite explanations of wait times, next steps, etc;
  • Reiterate key information as needed (packages prices, cost of care, timings of clinics etc);
  • Answer basic questions, however escalate to appropriate staff when unsure;
  •  Enhance the Client Experience
  • Proactively check in with waiting clients every 15–20 minutes;
  • Identify and assist clients who appear lost, anxious, or underserved;
  • Advocate for clients needing special attention (e.g., elderly, disabled, postpartum);
  • Ensure signage, queue systems, and instructions are visible and understood;
  • Follow up with referred clients from the facility to another facility;
  • Assist in making EDD calls;
  • Issue inpatient feedback forms in the morning;
  • Issue outpatient feedback forms and encourage clients to scan QR codes;
  • Give hospital tours to clients;
  • Liaise with the Manager and the inpatient team to follow up with Clients who have had emotional experiences like miscarriages, still births etc and forward for VIP management and counselling;
  • Environment & Comfort
  • Monitor cleanliness and seating availability in waiting areas;
  • Highlight any infrastructural facility issues (broken or non working items);
  • Offer water or comfort items (if available) to clients in extended wait;
  • Reporting & Feedback
  • Log daily observations and client concerns in designated format;
  • Flag recurring issues or bottlenecks;
  • Any other assigned duty.

Expectations

  • Friendly, calm, and professional demeanour at all times;
  • Strong verbal communication in English and Kiswahili;
  • Willingness to ask for help when unsure and escalate appropriately.
  • Commitment to client dignity, privacy, and respectful service;
  • Punctuality and consistency in presence and engagement.

Qualifications

  • Diploma in Business Administration/Management, Secretarial studies or any related field from a recognized institution (preferably with medical background);
  • At least 3 years in a busy healthcare facility managing patient flow;
  • Computer skills including the use of MS Office required, and comfort with using new computer tools.
Education: Degree, Diploma
Employment Type: Full Time

Recent Jobs