Responsible for leading customer experience initiatives and ensure exceptional patient satisfaction across the hospital. The role is based in Nakuru and experience leadership role is required
This
role is responsible for overseeing and enhancing the overall patient experience
throughout the patient journey by leading customer service teams, strengthening
service delivery standards, resolving patient concerns, and implementing
strategies that improve patient satisfaction and engagement. The Customer
Experience Manager will also ensure effective communication and coordination
between patients, hospital staff, insurance partners, and other
stakeholders.
Key Competencies
- Excellent verbal and written communication skills.
- Strong leadership, coaching, and team management abilities.
- High emotional intelligence, empathy, and professionalism.
- Strong problem-solving and conflict resolution skills.
- Ability to analyze patient feedback and implement
service improvement strategies.
- Strong organizational and decision-making abilities.
- Ability to work collaboratively with multidisciplinary teams and
external stakeholders.
Qualifications
- Bachelor’s Degree in Healthcare Management, Business Administration,
Communications, or a related field.
- Minimum five (5) years’ relevant experience, with at least two (2)
years in a leadership role in an organization of similar size.
- Strong understanding of customer service principles, patient
engagement, and service recovery processes.
- Knowledge of hospital operations, patient care workflows, and
healthcare compliance standards.
How to Apply
