Customer Relations Officer (Locum)

Valley Hospital is a leading Level 4 hospital in Nakuru City offering both inpatient and outpatient services. We are seeking to recruit a customer relations Officer to join our Client Services Department. 

This role is essential in enhancing relationships between the hospital and its patients, families, and visitors and involves ensuring excellent service delivery, addressing concerns and inquiries promptly, and maintaining a high level of satisfaction. The Client Relations Officer will work closely with internal departments to ensure that patient needs are met, and that the hospital’s services align with client expectations.

Key Responsibilities

1.               Client Engagement and Relationship Management 

a.    Act as the primary point of contact for patients, families, and external clients; 

b.    Maintain regular communication with clients to understand their needs, gather feedback, and ensure satisfaction with hospital services; 

c.    Build and nurture long-term relationships, enhancing patient retention and fostering loyalty; 

2.              Issue Resolution and Support 

a.    Address patient and client concerns or complaints swiftly, working to resolve issues to ensure a positive experience; 

b.    Coordinate with other departments to ensure that patient and client needs are met; 

c.    Follow up on unresolved issues, ensuring that clients feel heard and supported throughout the process; 

3.              Service Improvement and Reporting 

a.    Gather feedback from patients and clients to identify opportunities for service improvements or new offerings; 

b.    Collaborate with line manager hospital leadership and various departments to recommend changes or improvements based on client feedback; 

c.    Provide regular reports on client satisfaction levels, trends, and areas for improvement to the Customer Experience Team Leader; and,  

4.             Any other responsibilities that may be assigned to the job holder by the line supervisor from time to time. 

Minimum Qualifications

·       Diploma in Healthcare Management or Business Administration or Communications, or a related field. 

·       Minimum of three (3) years’ experience in a similar or related role within a busy healthcare environment

Skills Required

·       Proficient in using CRM systems to track client interactions, manage follow-ups, and maintain comprehensive client profiles. 

·       Understanding of hospital services, billing systems, and insurance coverage to effectively address client queries and concerns. 

·       Ability to assess and resolve client complaints or concerns promptly, balancing both client needs and hospital policies. 

·       Skilled in managing difficult conversations while maintaining professionalism and a calm demeanor. 

·       Excellent Communication Skills. 

·       Empathy and Compassion. 

·       Sensitivity to patients’ emotional states, making sure they feel heard and valued during their hospital experience. 

·       Attention to Detail and Organizational Skills.