Customer Experience Reliever at Ital Global

Location: Nairobi 

Role Purpose 

The Customer Experience Reliever will support frontline service delivery by serving as the first point of contact for patients and visitors. The role requires professionalism, empathy, and strict adherence to healthcare protocols, including patient confidentiality, data protection, and infection control standards. 

This is a relief role and requires flexibility to cover shifts as assigned. 

 Key Responsibilities 

• Serve as the first point of contact for patients and visitors at the facility. 
• Receive, screen, and direct incoming calls, inquiries, and walk-in patients appropriately. 
• Support patient registration, appointment coordination, and basic service guidance. 
• Communicate clearly and professionally with patients while maintaining empathy and discretion. 
• Address patient concerns and complaints promptly and escalate when necessary. 
• Maintain accurate records and relay messages to clinical and administrative teams. 
• Uphold patient confidentiality, data protection, and infection prevention protocols at all times. 
• Support smooth daily operations by covering shifts as required and assisting where needed. 
• Maintain a visible, professional presence within the facility. 
• Perform other related duties as assigned by management. 

Key Competencies and Skills 

• Strong verbal and written communication skills. 
• High level of empathy, patience, and emotional intelligence. 
• Professional appearance and conduct suitable for a healthcare environment. 
• Ability to multitask and remain calm under pressure. 
• Reliable, punctual, and flexible with work schedules. 
• Basic computer skills, including Microsoft Office. 

Minimum Requirements 

• Diploma or Bachelor’s degree in Communication, Public Relations, Customer Service, or a related field. 
• 6 months to 1 year customer service experience is an added advantage. 
• Prior experience in a healthcare or service-oriented environment is desirable. 
• Previous exposure to a hospital, clinic, or medical service environment will be an added advantage.