Lions Sightfirst Eye Hospital Customer Care Officer Jobs in Kenya
Lions Sightfirst Eye Hospital Customer Care Officer Jobs in Kenya;The Customer Care Officer provides professional, compassionate and timely customer service to patients, caregivers, visitors and stakeholders. The role supports a positive patient experience through navigation, communication, complaint handling, feedback management and coordination with hospital departments.
Key Duties & Responsibilities
Welcome patients, caregivers and visitors courteously.
Provide accurate information on hospital services, processes and patient pathways.
Assist patients with navigation through registration, consultation, investigations, treatment and billing.
Identify delays or barriers affecting patient flow and escalate appropriately.
Receive and respond to enquiries via telephone and other approved channels.
Direct enquiries to relevant departments or personnel.
Record patient complaints accurately and respectfully.
Resolve routine issues within authority and escalate complex complaints.
Follow up outstanding complaints and support timely closure.
Collect patient feedback through surveys, questionnaires and interviews.
Monitor recurring concerns and communicate trends to management.
Maintain up‑to‑date knowledge of hospital services and provide approved materials.
Liaise with departments to resolve concerns and improve patient flow.
Maintain accurate records of enquiries, complaints, feedback and follow‑ups.
Prepare regular customer‑care and patient‑experience reports.
Support audits, quality‑improvement activities and patient‑engagement initiatives.
Maintain confidentiality of patient and institutional information.
Do not provide clinical advice or interpret results outside delegated authority.
Qualifications & Experience
Diploma in Customer Service, Public Relations, Front Office Operations, Business Administration, Health Administration or related field.
Bachelor’s Degree in relevant field (advantageous).
Minimum 2 years’ experience in customer care, front office or patient relations.
Previous hospital or healthcare experience strongly
preferred.
Computer literacy and hospital information systems knowledge (advantageous).
Skills & Competencies
Strong patient‑centred customer‑service skills.
Excellent verbal, written and interpersonal communication.
Active listening, empathy and conflict‑management skills.
Knowledge of patient flow and hospital processes.
Good telephone etiquette and front‑office skills.
Proficiency in Microsoft Office and hospital systems.
Strong record‑keeping and report‑writing skills.
Calm, professional and courteous under pressure.
Problem‑solving, coordination and follow‑up skills.
Fluency in English and Kiswahili (additional languages advantageous).
High professionalism, integrity, confidentiality and accountability.
Expected Outcomes
Positive and professional patient and visitor experience.
Timely and effective response to enquiries and concerns.
Improved patient navigation and departmental coordination.
Accurate recording, escalation and closure of complaints.
Reliable patient feedback data for management review.
Identification of recurring service issues and corrective actions.
Improved patient satisfaction and service quality.
Accurate and confidential customer‑care records.
Enhanced communication between patients and departments.
Compliance with hospital customer‑care and confidentiality procedures.
How to apply
For more information and job application details, see; Lions Sightfirst Eye Hospital Customer Care Officer Jobs in Kenya
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