Patient Care Ambassador (Pool), Patient Experience Office at Aga Khan University Hospital, Nairobi

Job Summary

• Patient Care Ambassadors are responsible to provide excellent customer service and create an exceptional experience to all patients and visitors of AKUHN and to ensure customer satisfaction by finding solutions for patients’/visitors’ complaints/issues.

Responsibilities

• Meet and greet patients in wards, rooms and specialty treatment areas as assigned to ensure patient comfort and satisfaction.
• Respond to complaints/special needs in a proactive and timely manner.
• Provide information to patients regarding hospital amenities and services.
• Ensure rooms/beds are checked before admission and refer any lapses to relevant departments and follow up documentation log.
• Verify patient status for billing and make notes on the patient database system.
• Reduce waiting times by assisting in queue management.
• Respond to customer queries regarding all non-clinical matters such as billing, access to health records, facilitate discussions with clinical staff.
• Ensure prompt reporting of any clinical and non-clinical complaints including food service, housekeeping and maintenance, and report all clinical matters to the Nurse Manager.
• Meet regularly with the department leadership for discussions, information updates and feedback lapses, and suggest potential corrective actions.
• Effectively coordinate all support services and work closely with the Unit Managers to ensure smooth flow to patient admission and discharge from wards/rooms.
• Enter customer/visitor complaints in the PCHS (Patient Complaint Handling System) on a daily basis.
• Conduct studies of and log reports about customer compliments, complaints, suggestions and service trends and make recommendations.
• Monitor staff interactions with patients and suggest corrective measures.
• Identify customer service champions in assigned areas and form team bonding exercises; and
• Any other duties as assigned by your supervisor.

 Qualifications and skills requirements

• Diploma in Hospitality, Public Relations or equivalent.
• Proven competence in Microsoft software.
• Fluent in English and Swahili. Fluency in any other foreign language is an added advantage
• Minimum 2 years’ experience in Customer Service roles in hospitality or healthcare industry.
• Experience in data analysis will be an added advantage
• Excellent customer service skills.
• Ability to present self as caring, courteous and polite to patients, their families, health team and public.
• Able to develop and maintain effective working relationships with all departments.
• Good communication and interpersonal skills and dealing with patrons.
• Ability to be tactful, patient and calm in stressful situations.
• Ability to multi-task, prioritize and work in a fast-paced environment.
• Skills in record keeping.
• Great analytical skills; and
• Ability to manage disgruntled and dissatisfied clients and achieve a positive outcome.