Customer Care Representative at City Eye Hospital

Ref: CEH/HR/REC/006/2023

Main Purpose of the Role 
The incumbent shall be responsible for receiving patients at the reception, bill patients for services required, manage appointments and respond to queries as appropriate. 

Key Responsibilities 

• Driver Duties 
• 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 Information Management and the ERP systems. 
• Generate the patients’ files through the EMR system. 
• 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 Operations Officer. 
• 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. 

Knowledge and Experience Required 

• Diploma or higher in any business-related field or social sciences. CEH Vacancy Advert- Customer Care Representative | Page 1 of 2 
• Certificate in Front Office/Customer Care Management/ Client Relations/ Public Relations shall be an added advantage 
• 2 years’ experience in a similar role. 
• Must be computer literate 
• Previous working experience with Hospital Information Management and ERP systems shall be an added advantage.