Customer Care Executive

The Customer Care Executive role at Pearl Hospital, located in Nyahururu town, Laikipia County, is crucial for ensuring a positive and professional experience for all patients and visitors. Pearl Hospital was established in 2018 as Pearl Imaging with the sole purpose of providing diagnostic and interventional radiology services, and has since expanded its specialized medical offerings to meet client demand for a wider range of services.

This position is responsible for managing the front office, overseeing all communication channels, addressing patient concerns, and facilitating smooth operational flow between patients and various hospital departments.

Key Responsibilities

• Welcome patients and visitors warmly and assist them with inquiries, directions, and service information.
• Handle patient concerns, complaints, and feedback promptly and professionally.
• Ensure patients understand hospital procedures, services, and waiting time.
• Manage incoming calls, emails, and walk-in inquiries efficiently.
• Collect patient feedback and contribute to service improvement initiatives.
• Act as a liaison between patients and hospital departments to ensure smooth service delivery.
• Comply with hospital policies, customer care protocols, and safety standards.

Minimum Qualifications

• Diploma / Bachelor's degree in Customer Service Communication, Public Relations, or equivalent related studies.
• Previous experience in customer care or front office services (Minimum 1 year required).
• Experience in a hospital or a healthcare setting is considered an added advantage.
• Must be Computer Literate, proficient in MS Office and capable of using hospital information systems.
• Required to maintain a professional appearance and positive attitude.

Key Competencies

The ideal candidate should demonstrate the following core competencies:

• Compassion and Empathy
• Strong communication skills
• Attention to detail
• Teamwork and Professionalism
• Time management and multitasking