Jacaranda Maternity is an NHIF accredited provider for maternity and gynecological procedures, we provide high quality, affordable, client-centric, respectful maternal health care, pediatric, gynecology, and family care assistance at our family care medical centre
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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 counseling;
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 demeanor 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.
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