Customer Experience Reliever

Role Overview

In this relief position, you will be the welcoming face and voice of a healthcare facility, ensuring that every patient, visitor, and caller receives a helpful and respectful first impression. Your daily work involves managing inquiries, guiding people through registration, and coordinating with clinical and administrative teams to keep the front desk running smoothly. Because you will fill in for regular staff as needed, your adaptability and commitment to strict confidentiality, data protection, and infection control standards are essential to maintaining trust and safety.

Key Responsibilities

• Act as the initial point of contact for all patients and visitors arriving at the facility, offering a professional and compassionate greeting.
• Handle incoming phone calls, screen inquiries, and route them to the appropriate department or staff member.
• Assist with patient registration, appointment scheduling, and providing basic information about services.
• Communicate clearly and discreetly with patients, demonstrating empathy while protecting their privacy.
• Listen to patient concerns or complaints, take prompt action to resolve them, and escalate complex issues to supervisors when needed.
• Keep accurate records of interactions and relay messages to clinical and administrative colleagues in a timely manner.
• Follow all patient confidentiality, data protection, and infection prevention policies without exception.
• Support daily operations by covering assigned shifts, helping with various front-desk tasks, and maintaining a visible, professional presence throughout the facility.

Requirements & Qualifications

• Diploma or Bachelor’s degree in Communication, Public Relations, Customer Service, or a related discipline.
• Six months to one year of customer service experience is a plus.
• Previous work in a healthcare or service-oriented setting is preferred.
• Exposure to a hospital, clinic, or medical service environment is an added advantage.
• Excellent verbal and written communication skills.
• Strong empathy, patience, and emotional intelligence.
• Professional appearance and demeanor suitable for a healthcare environment.
• Ability to multitask and stay calm under pressure.
• Dependable, punctual, and flexible with work schedules.
• Comfortable using basic computer programs such as Microsoft Office.

What We Offer / Why Join

This relief role pays a training rate of Ksh 500 per day and a relieving rate of Ksh 800 per day. Payment is made at the end of each month based on the number of days worked. As part of the relief team, you will have the chance to contribute to essential front-line services across a variety of