Customer Care Officer Jobs – Mengo Hospital
Job Title: Customer Care Officer
Organization: Mengo Hospital
Duty Station: Kampala, Uganda
Reports to: Public Relations Officer
About US:
Mengo Hospital was founded in 1897 in Kampala, and is the oldest hospital in Uganda. It currently serves as an urban community hospital that provides modern medical care. Mengo Hospital provides comprehensive care including radiology, obstetrics, dentistry, orthopedics, and surgery. Additionally, Mengo Hospital provides critical training and education to health professionals through its various programs in midwifery and nursing, health sciences, and laboratory technology. Mengo Hospital also has a dedicated research and development team that works to find new solutions to health issues in Uganda.
Job Summary: The Customer Care Officer will manage the customer service strategy and ensure delivery of high level of customer service and satisfaction while minimizing the total cost to service through continuous improvement of operational effectiveness, employee productivity and profitability.
Key Duties and Responsibilities:
- Lead and continuously develop a high performing customer services team
- Continue developing and roll out of customer experience and satisfaction improvement strategies across all departments and service points of Mengo Hospital.
- Interface with departmental managers to draw new strategies of delivering the best customer service experience
- Develop and measure metrics that track contribution and progress on customer satisfaction, efficiency and productivity improvements
- Manage the Order To Cash (OTC) process, customer complaints and lead a complaints reduction program in collaboration with hospital team as needed
- Participate in industry benchmarks to deliver best practices in Customer service in hospital environment.
- Making routine satisfaction survey for clients through client follow up and compiling a report and statistical data for management support to customer improvement plan
- Taking ownership of Customer (Patients) complaints and inquiries in relation to hospital services, consultants’ appointments and hospital schedules through a 24/7 mobile call center and following them through to satisfaction.
- Conducting customer care Ward rounds.
- Responsible for system to control client traffic and welfare during service delivery.
- To always look out for outstanding success stories for record purposes and update the Public Relations office for documentation.
- Ensure proper customer service delivery strategy for insurance clients (work hand in hand with insurance office.)
- Ensuring quality improvement as an important aspect of Customer care.
- Follow up with the medical team and thus ensuring clients obtain necessary information to complete the patient flow cycle happily.
Qualifications, Skills and Experience:
- The ideal candidate must hold a Bachelor’s degree in public relations, public administration, customer service, hospitality management, or related humanities courses.
- At least three years of Customer Services management experience in a busy environment or, preferably in the healthcare industry
- Knowledge on the value of each customer.
- Ability to listen to customers and fix problems.
- Ability to empower and listen to the customer Care Assistants and lead them to deliver a high customer service experience.
- Excellent verbal and written communication skills.
- Strong ability to lead a team.
- Ability to manage expectations, create high level of satisfaction and effectively convey customer needs to staff members and managers.
- Proficient with MS Office including Excel, Word and PowerPoint.
- Ability to work independently and as a member of a team.
- Able to conduct customer service trainings to hospital staff members at all levels.
How to Apply:
All suitably qualified and interested candidates with relevant qualifications and experience should submit their application letters, detailed Curriculum vitae (CV), copies of academic transcripts, certificates, and valid contacts details (email and telephone) of three (3) Professional referees electronically by filling a form on our website at the link below;
Deadline: 2nd August 2019
Please Note:
- No hand delivered applications will be considered.
- Only shortlisted candidates will be contacted
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