Avenue Healthcare Client Experience Coordinator Jobs in Kenya



Avenue Healthcare Client Experience Coordinator Jobs in Kenya; Ensure delivery of superior customer experience at all points of the patient journey, and lead innovation and creativity toward continuous service improvement, client engagement, and client satisfaction, setting and sustaining consistent client experience standards for the hospital.

Key Responsibilities

Client Experience Strategy & Systems

  • Spearhead formulation and continuous improvement of client experience systems and processes across the Group, including NPS monitoring, floor management, appointments system, complaints management, patient registration, and turnaround time improvement.

    Feedback, Service Recovery & Complaints Management
  • Conduct daily in‑patient customer care rounds to gather feedback, generate reports, and follow up with responsible departments to close the loop.

  • Own the client complaints resolution process end‑to‑end, applying structured service recovery practices to resolve dissatisfaction promptly, rebuild trust, and prevent recurrence.

  • Conduct regular patient satisfaction and doctors’ satisfaction surveys, escalate trends to leadership, and lead corrective actions.

    Front Office & Team Leadership
  • Oversee front desk and customer service desk operations, supervising all front‑facing staff.

  • Act as custodian of grooming and presentation standards for all front‑facing staff.

  • Coach and develop client experience staff, embedding service excellence behaviour and transforming communication practices.

    Call Centre & Digital Engagement
  • Oversee call centre performance and implement structured client follow‑up programmes.

  • Contribute to internal and external communications, including web content, social media, email, printed advertisements, and customer packs, ensuring consistency across all touch points.

    Cross‑Functional Collaboration & Continuous Improvement
  • Partner with departmental heads to identify and resolve gaps in non‑clinical service delivery.

  • Benchmark Avenue Healthcare’s performance
    against industry standards and recommend innovations for continuous improvement.

  • Perform any other duties as assigned by the supervisor in line with the job description.

    Person Specification
  • Degree in Business Management, Hospitality, Communications, or a related field.

  • Minimum 3 years’ experience in a customer‑facing leadership role, preferably in healthcare or hospitality.

  • Confident, organized, with excellent verbal and written communication skills.

  • Strong critical thinking, analytical, and problem‑solving skills, with ability to interpret client feedback data and translate into action.

  • Excellent interpersonal skills and a collaborative team player.

  • Ethical, empathetic, and genuinely customer‑focused.

  • Proficient in Microsoft Office and client feedback/CRM systems.

  • Working knowledge of service recovery principles and patient experience frameworks (e.g., NPS, CSAT).

  • Certification in Customer Experience Management (e.g., CCXP) is an added advantage.

    How to apply

    For more information and job application details, see; Avenue Healthcare Client Experience Coordinator Jobs in Kenya

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