Customer Service Jobs, Nursing Jobs, Healthcare Jobs,
Customer Service Manager
OVERALL RESPONSIBILITY
- The Customer Service Manager will be responsible for delivery and sustainability of excellent customer service experience and promote the culture of service excellence across the main Hospital and Outreach Health Centers.
OTHER RESPONSIBILITIES
Strategy and leadership
- Review, formulate and implement policies, strategies and plans to institutionalize the culture of service excellence.
Achievement of customer experience
- Carryout across the board customer service assessments, review, recommend and implement the agreeable intervention measures.
- Be the focal point for effective review and implementation of AKHK customer service charter.
- Play the role of the customers advocate to ensure they receive quality service from all functions of the hospital.
- Provide oversight to multidisciplinary teams to ensure achievement of customer experience.
- Implement the Customer Events Calendar for the year and recognized world and national events.
- Provide oversight to the successful implementation of customer satisfaction surveys.
- Direct, monitor and implement Customer Service Performance indicators-TAT and manage accurate daily, weekly and monthly quantitative reports to guide decision making.
- Effectively manage customer/client feedback with appropriate tools and approaches such as Customer Engagement forums,
- Provide oversight to customer initiatives across different customer segments.
- Lead Patient Centered Care Program.
People and Teamwork
- Oversee effective stakeholders’ managements to achieve excellent customer service.
- Utilize teamwork and synergies to attain the required customer service experience.
- Guided capacity building programs on service excellence model.
Customer Feedback Management
- Ensure effective management of customer complaints both internal and external.
- Set up institutional structures to motor, track and ensure customers concerns and resolved promptly.
Reporting & Control
- Responsible for production of timely customer service reports based on key performance indicators.
- Implement effective tracking on customer service improvement plans.
- Supervise Interns /Concierge / Patient Navigators.
The requirements
REQUIREMENTS
- Bachelor’s Degree in either of the following disciplines, Business Administration, Marketing, PR/ Communication or related studies
- Master’s degree in similar disciplines will be an added advantage.
- Working knowledge of customer service software, databases and tools.
- Awareness of industry’s latest technology trends and applications
- Ability to think strategically and to lead.
- Strong client-facing and communication skills
- Customer service orientation
- Over five (5) years of relevant experience.
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Job Expires
26-Jun-2023
Critical Care Nurses
KEY RESPONSIBILITIES
- Identify patient’s specific and critical needs and adopt a care plan as necessary to meet those needs.
- Prioritize nursing care for critically ill patients based on assessment data and identified needs.
- Set up the medical equipment and devices such as cardiac monitors, dialysis, mechanical ventilators, alarms, oxygen delivery equipment etc. and monitor patients and interpret findings.
- Initiate mechanical ventilation (invasive and non-invasive) based on physician orders.
- Ensure safe environment for patients through adherence to infection control practices and other safety policies, and perform timely safety checks on beds, IV pumps, oxygen source, ventilators and cardiac monitors.
- Ensure to document all assessment data, investigation results, care given, discussions with the multidisciplinary team, family/patient interactions in an accurate, comprehensive and timely manner.
- Participate in unit-based nursing education, quality improvement (QI) projects, audits, spot, and skill checks.
- Participate in data collection and monitoring of department’s quality indicators.
- Carry out audits on IPSG, Infection prevention measures and documentation and actions on identified gaps.
- Uphold statutory regulations as required by Nursing Council of Kenya and the laws of Kenya.
- Safeguard the Hospital’s and patients’ confidential information and property.
- Provide mentorship to junior nurses and students.
The requirements
- KRN, KRM, KRCHN, BSc. Nursing
- Must be a Kenya Registered Critical Care Nurse.
- 5 years of relevant work experience, 2 of which must be after post-basic qualification.
- Must be BLS & ACLS certified.
- Excellent interpersonal, organizational, communication, administrative & customer care skills