Customer Care Representative

Front Office Associate

Overall Purpose of the Role

To offer exceptional customer care services at the front office to clients.

Main Duties and Responsibilities

Technical Skills

• Receive and welcome clients at the front office and determine their needs.
• Direct clients to service points as appropriate.
• Answer promptly incoming calls assisting the caller or directing them as appropriate.
• Register patients into the hospital and ERP system.
• Retrieve patient’s files using the patient numbers.
• Daily return and storage of files as per set Standard Operating Procedures.
• Print and open files for new patients.
• Review patients’ notes to determine appropriate service sought.
• Schedule appointments for patients and ensure that details are well communicated to them; verbally and through their appointment cards.
• Bill patients for consultation and ensure that the payments are received through Mpesa or the banking system.
• Carry out reconciliations for all the monies received and sharing the reports of the same at the end of the day with the accounts department.
• Provide feedback to the Front Office Coordinator on company policies and procedures, and constantly look out for potential changes which could improve operational efficiency at the Front Office.
• Take part in company projects and/or any other duties as assigned by your Line Manager or any other person placed in authority over you.

Soft Skills

People Management

• Ensure strong communication between staff, Line Managers and external partners to facilitate exchange of information and in order to implement change and improvements.
• Treat patients and visitors with empathy and assist them as appropriate.

Customer Service

• Develop and oversee appropriate dealings through effective relations with the general public and all organization’s stakeholders so as to always protect the reputation and image of City Eye Hospital and its subsidiaries.
• Take part in ensuring strict adherence to the Patient Waiting Time targets and making necessary follow ups to ensure that patients are attended to within the stipulated timelines.
• Process other departments’ requirements fast and efficiently.
• Maintain customer satisfaction ratings at or above department objective, at all times.
• Understand there is no situation extraordinary enough to excuse lack of courtesy toward any team member or colleagues from other department.

Knowledge and Skills Required

• Diploma or higher in Sales and Marketing, Public Relations or any other social sciences.
• At least two years’ experience in a similar role.
• Ability to work effectively both independently and as part of a team.
• Demonstrated excellent customer care skills.
• Strong communication and customer service skills.
• Proactive and assertive with strong relational and networking skills.
• Strong time management skills and self-motivation skills.
• Able to meet strict deadlines under minimal supervision.