Healthcare and MedicalFull-TimeJunior-level(1-2 yrs)
Job Description
City Eye Hospital is a social venture providing quality and affordable eye care across East Africa. We are seeking a Patient Flow Coordinator (also referred to as a Patient Experience Coordinator) to champion an exceptional, patient-centered environment across all hospital touchpoints.
Role Overview
The Patient Flow Coordinator is responsible for managing the full patient feedback lifecycle—from collection and analysis to resolution and service improvement. You will oversee communications across email, in-person, and digital channels to ensure CEH's reputation is protected and that patients feel heard, respected, and valued at every stage of their care journey.
Main Duties and Responsibilities
Patient Feedback & Complaints Management
Collect, record, and track patient feedback across all branches using surveys and digital tools.
Serve as the primary contact for complaints, concerns, and compliments, ensuring resolution within service timelines.
Conduct follow-ups with patients post-complaint to rebuild confidence.
Maintain the complaints register and escalate high-risk issues to senior management.
Communications & Correspondence
Monitor the hospital's general info email inbox, providing prompt and professional responses.
Liaise with clinical and administrative teams to provide accurate info on appointments, pricing, and services.
Oversee patient-facing letters and feedback responses.
Patient Satisfaction & Data Analysis
Design and analyze satisfaction surveys and Net Promoter Score (NPS) tools.
Compile monthly and quarterly reports on patient experience trends and satisfaction scores.
Propose data-driven recommendations for service improvements.
Service Recovery & Continuous Improvement
Implement protocols to rebuild trust with patients who have had negative experiences.
Collaborate with clinical and front desk teams to address root causes of recurring issues.
Contribute to the development of patient experience policies and SOPs.
Staff Engagement & Training
Conduct sensitization sessions for frontline staff on patient-centered communication.
Champion a culture of empathy and service excellence across all departments.
Qualifications and Experience
Academic: Bachelor’s degree in Healthcare Administration, Business Administration, Marketing, PR, Hospitality, or a related field. (Postgraduate qualification in Customer Experience or Healthcare Management is an advantage).
Experience: 2–3 years in customer experience, patient relations, or a client-facing supervisory role.
Sector Knowledge: Experience in a hospital or clinical setting is highly desirable.
Skills: Demonstrated track record in complaint handling, feedback management, and service recovery.
Skills & Competencies
Excellent interpersonal and written communication skills.
High empathy and emotional intelligence.
Strong organizational skills and ability to meet deadlines.
Proficiency in Microsoft Office Suite; CRM experience is an advantage.
Analytical ability to interpret data and present clear reports.
Strong conflict resolution and problem-solving skills.
How to Apply
Qualified and interested candidates are invited to submit their Updated Curriculum Vitae (CV) and a Cover letter detailing their suitability for the role to carreers@cityeyehospital.co.ke.
Please use the subject line: Application – Patient Flow Coordinator.
Deadline: 1st April 2026
How to Apply
Qualified and interested candidates are invited to submit an Updated Curriculum Vitae (CV) and a Cover letter detailing suitability for the role to carreers@cityeyehospital.co.ke. Ensure the subject line reads: Application – Patient Flow Coordinator. The deadline for applications is 1st April 2026.
