Customer Care Officer (1)

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Job Ref No: CHJ/OCT/J66 | Closing Date: 2/October/2020


Reports To:

PA/PR

Supervises:


OVERALL JOB PURPOSE

The post holder is responsible for dealing with all patients and visitors enquiries in relation to the hospital services, focusing primarily on patient care and management. He/she shall endeavor to meet the individual needs of all patient and visitors’ inquiries and wherever possible resolving enquiries at first point of contact.

He/she shall ensure that patients and visitors to CoRSU are well received and given the attention they require; and that all patient communication and documents passing through Customer Care office are appropriately handled.   He/she is required provide and promote a professional, high quality, front line customer focused telephone etiquette.

 

 

KEY RESULT AREAS (OUTPUTS)

Ø Patient screening and registration is done promptly.

Ø Patients and Visitors inquiries well attended to

Ø Induction of patients about patient flow and services done.

Ø Customer feedback reports submitted.

Ø Customer Care phone and Emails appropriately handled.

Ø Patient Appointments and reviews booked appropriately.

Ø Documentation of patient case managements.

Ø Streamline Patient Flow.

Ø Safe custody and proper usage of front desk equipment ensured

 

 

 

SPECIFIC JOB RESPONSIBILITIES

  • Welcome and direct patients to different units within OPD as the first point of contact to all patients.
  • Support patient screening and registration at OPD and Private Ward.
  • To streamline patient flow creating a pattern/system for patients to follow as they register and manage demanding patients at the same time.
  • To ensure all patient inquiries and queries are addressed and feedback is communicated in a timely manner.
  • To carryout induction of patients on patient flow of CoRSU services at different OPD units and regularly share information regarding CoRSU services.
  • To conduct customer care-based Ward rounds to get patient feedbacks and follow up with the respective teams.
  • To share bi weekly reports on customer feedback.
  • To manage the customer care phone and email promptly and ensure high quality phone etiquette.
  • To manage all patient bookings and appointments in line with the different medical units.
  • Document all cases managed by Customer Care Officer indicating future recommendations.
  • To supervise patient transfers while using wheel chairs and stretchers.
  • Make arrangements for the safe custody and proper usage of all front desk equipment; keep a safe and healthy environment in the reception area.
  • To establish, develop and maintain effective working relationships with all work colleagues to ensure a ‘one team approach’ to the delivery of the “patient first” performance standards and the business objective.
  • Carry out all administrative tasks and any necessary follow-up work relating to Customer Service.
  • Liaise with colleagues in other departments and other partner agencies as appropriate to resolve customer enquiries.
  • Undertake any other duties that may reasonably be commensurate with the level of this post.

 

 

PERSON SPECIFICATION – CUSTOMER CARE OFFICER

 

Academic & Professional qualifications

Essential

Desirable

  • Degree in Social Sciences or Social Administration Public Relations, or Development Studies
  • Qualification in Public Relations course
  • Certificate in Customer Care

 

  • Excellent Computer Skills especially Internet Explorer

 

 

Work experience, knowledge & skills

Essential

Desirable

  • At least 3 years’ experience in public relations or customer care position
  • Experience of working in a service industry such as health care setting, banking, telecommunication, etc.
  • Good communication interpersonal and Organising skills
  • Good communication abilities in English and other local languages
  • Flexible, reliable and able to work under pressure
  • Good sense of judgement; Non-judgemental approach to human relations
  • Caring attitude and passion for patient care
  • Confidentiality
  • Supervision skills
  • Empathy; a friendly and helpful way of handling issues

Qualified persons should submit their applications (detailed CV with cover letter plus copies of Academic Qualifications) to The Head of Human Resources and Organisational Development, P.O. 46 Kisubi or email to recruitment@corsuhospital.org. Note that only shortlisted candidates will be notified for interviews.
NB: Capable People with Disabilities (PWDs) are encouraged to apply.



Closing Date: 2/October/2020