Customer Service Assistant at Tenwek Hospital

Job summary: 

• To provide conducive atmosphere and contribute to the smooth running of the unit by facilitating communication between healthcare professionals, staff and patients as well as caregivers.

Responsibilities

• Manage Large amount of incoming calls
• Identify and assess patients’ needs to achieve satisfaction.
• Build suitable relationships and trust with patients through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolutions.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines and policies.
• Go an extra mile to engage customers.
• Communicating effectively with staff at all levels and patients to ensure support services.
•  Address any operational issue that requires intervention/coordination.
• Oversee patient care flow while redirecting them to respective units
• Communicate pertinent information (verbal and/or electronic) in a timely manner to hospital administration/ HOD.
• Provide personalized services for high value, VIP, vulnerable patients.
• Ensure Tenwek TV screens are playing strictly Tenwek Hospital content
• Assisting the communication officer in conducting customer satisfaction survey on a daily, weekly and monthly basis.
• Daily, weekly and monthly reporting on incoming calls, incoming customer complaints and or any other occurring incidences.
• Provide information to customer queries.
• Provide solution to customer complaints.
• Taking customers feedback and suggestions to improve quality of service and report to the Unit Supervisor.
• Perform any other duties as may be assigned from time to time