Patient Care Ambassador - Patient Experience Office

Responsibilities

• Meet and greet patients in wards, rooms, and specialty treatment areas as assigned to ensure patient comfort and satisfaction.
• Respond to complaints and special needs in a proactive and timely manner.
• Provide information to patients regarding hospital amenities and services.
• Ensure rooms and beds are checked before admission, referring any lapses to relevant departments and following up on documentation logs.
• Verify patient status for billing and make notes on the patient database system.
• Assist in queue management to reduce waiting times.
• Address customer queries regarding non-clinical matters such as billing, health records access, and facilitate discussions with clinical staff.
• Ensure prompt reporting of clinical and non-clinical complaints (including food service, housekeeping, and maintenance) and escalate clinical matters to the Nurse Manager.
• Meet regularly with department leadership for updates and to suggest corrective actions for service lapses.
• Coordinate with Unit Managers to ensure smooth patient admission and discharge processes.
• Record all customer/visitor complaints in the Patient Complaint Handling System (PCHS) daily.
• Conduct studies and log reports on customer compliments, suggestions, and service trends to make improvement recommendations.
• Monitor staff interactions with patients and suggest corrective measures.
• Identify customer service champions and organize team bonding exercises.
• Perform any other duties as assigned by the supervisor.

Qualifications and Skills

• Diploma in Hospitality, Public Relations, or an equivalent field.
• Minimum of 2 years of experience in Customer Service roles within the hospitality or healthcare industry.
• Proven competence in Microsoft software.
• Fluency in English, Swahili, and Somali (knowledge of other foreign languages is an advantage).
• Excellent customer service skills with a caring, courteous, and polite demeanor.
• Ability to build and maintain effective working relationships across departments.
• Strong interpersonal and communication skills.
• Tactful, patient, and calm under pressure.
• Strong multi-tasking, prioritization, and analytical skills.
• Experience in record keeping.
• Proven ability to manage dissatisfied clients to achieve positive outcomes.

How to Apply

Interested and qualified candidates should apply online via the Aga Khan University Hospital recruitment portal at aku.taleo.net. You can access the application page directly through the following link: https://www.myjobmag.co.ke/apply-now/1159091. Ensure your application is submitted by March 6, 2026.