Customer Relations Officer

Job Purpose: The Customer Relations Officer serves as a front-line contact for patients and the public, providing information and assistance. This role exists to ensure prompt and courteous communication, appointment scheduling, and support for hospital services.

For Appointment to this position, the applicant must have:

Qualifications and Professional Requirements:

a) Diploma in any of the following disciplines; Mass Communication Studies, Journalism, International Relations, Commerce (Marketing Option), Business Administration (Marketing Option), Communication Studies or Public Relations or its equivalent qualification from a recognized institution.
b) Proficiency in computer applications
c) Registration with the relevant professional body
d) Fulfilled the requirements of Chapter Six (6) of the Constitution of Kenya, 2010

Competencies and Skills

i. Customer service and communication skills to interact effectively with patients and callers.
ii. Appointment scheduling and coordination abilities to manage patient appointments.
iii. Professionalism and empathy in addressing caller inquiries and concerns.
iv. Record-keeping and data management proficiency to maintain accurate call logs and records.

Duties and Responsibilities

i. Handle incoming calls and inquiries from patients and the public.
ii. Provide information about hospital services, appointments, and procedures.
iii. Ensure excellent customer service and professionalism in all interactions.
iv. Maintain accurate call logs and records.
v. Collaborate with hospital departments to resolve queries from callers.
vi. Any other duty that may be assigned from time to time.