Patient Care Ambassador at Aga Khan University Hospital

Job Responsibilities

• Meet & greet patients in wards, rooms and specialty treatment areas as assigned to ensure patient comfort and satisfaction
• Respond to complaints/special needs in a proactive and timely manner
• Provide information to patients regarding hospital amenities and services
• Verify patient status from billing and make notes on the patient data base system: VIP, designation, organization for customer database
• Reduce waiting times by assisting in queue management
• Respond to customer queries regarding all non-clinical matters such as billing, access to health records, facilitate discussions with clinical staff
• Ensure prompt reporting of any clinical and non-clinical complaints including food service, housekeeping and maintenance and report all clinical matters to nurse manager
• Meet regularly with department managers for discussion, information updates and feedback lapses and suggest potential corrective actions
• Effectively coordinate all support services and work closely with the Unit Managers to ensure smooth flow to patient admission and discharge from wards/rooms
• Enter customer/visitor complaints in the PCHS (Patient Complaint Handling System) on a daily basis
• Conduct studies of and log reports about customer compliments, complaints, suggestions and service trends and make recommendations
• Monitor staff interaction with patients and suggest corrective measures
• To be Train the Trainer to facilitate Customer Service Training modules for staff and monitor progress
• Identify Customer Service Champions in assigned areas and form team bonding exercises

 Requirements:

• Diploma in Hospitality or Public Relations or equivalent
• Certificates with proven competence in Microsoft software is an added advantage
• Fluent in English, Swahili -any other foreign language is an advantage
• Previous experience in a customer service industry such as hotels, airlines and front office roles will be an added advantage
• Excellent customer service skills and a good listener
• Ability to present self as caring, courteous and polite to patients, their families, health team and general public
• Good communication and interpersonal skills and dealing with patrons
• Ability to be tactful, patient and calm in stressful situations