Customer Care Executive

Role Overview

The Customer Care Executive coordinates the patient’s first point of contact with Upperhill Gastroenterology, from handling enquiries and arranging appointments to passing messages to clinicians. The role also supports hospital procedure logistics and insurance checks, helping the clinic run smoothly while safeguarding sensitive patient information.

Key Responsibilities

• Respond to incoming calls, identify the caller’s needs, and direct enquiries to the appropriate clinician or team member.
• Welcome patients and visitors, provide clear guidance, and help maintain a calm, respectful reception environment.
• Record messages accurately and ensure they reach the relevant patient, physician, or clinical team promptly.
• Manage the appointment calendar, confirm bookings, follow up on missed visits, and keep appointment records current.
• Coordinate physician hospital rounds, procedures, and bookings with the relevant facilities.
• Process and follow up on insurance pre-authorisations and medical scheme verification requests.
• Maintain organised, accurate physical and digital records of appointments, patient communications, and call activity, observing confidentiality requirements.
• Assist with clinic social media engagement and prepare routine operational reports.

Requirements & Qualifications

• A diploma or bachelor’s degree in customer service, public relations, communications, business administration, or a related discipline.
• At least three years of relevant experience in customer care, front-office administration, or telephone triage.
• Experience in a hospital, medical clinic, or specialist healthcare reception setting is an advantage.
• Confidence using Microsoft Office, Google Workspace, and appointment-booking or medical practice management software.
• Strong spoken English and clear, courteous communication; fluency in Kiswahili is an advantage.
• A composed, empathetic approach when assisting people who may be distressed or when handling a busy flow of enquiries.
• Sound judgement, reliability, and a strong commitment to protecting confidential patient information.

What We Offer / Why Join

• Full-time position based in Upperhill, Nairobi, reporting to the Clinic Administrator.
• Gross monthly salary of KES 65,000.
• Working hours are Monday to Friday, 8:00 am to 5:00 pm, and Saturday, 9:00 am to 12:00 noon.