Customer Service Assistant – AGC Tenwek Hospital 32 views

Position: Customer Service Assistant

Job Description:  Customer Service Assistant

To provide conducive atmosphere and contribute to the smooth running of the unit by facilitating communication between healthcare professionals, staff and patients as well as caregivers.

Responsibilities for Customer Service Assistant

• Manage Large amount of incoming calls
• Identify and assess patients’ needs to achieve satisfaction.
• Build suitable relationships and trust with patients through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolutions.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines and policies.
• Go an extra mile to engage customers.
• Communicating effectively with staff at all levels and patients to ensure support services.
• Address any operational issue that requires intervention/coordination.
• Oversee patient care flow while redirecting them to respective units
• Communicate pertinent information (verbal and/or electronic) in a timely manner to hospital administration/ HOD.
• Provide personalized services for high value, VIP, vulnerable patients.
• Ensure Tenwek TV screens are playing strictly Tenwek Hospital content
• Assisting the communication officer in conducting customer satisfaction survey on a daily, weekly and monthly basis.
• Daily, weekly and monthly reporting on incoming calls, incoming customer complaints and or any other occurring incidences.
• Provide information to customer queries.
• Provide solution to customer complaints.
• Taking customers feedback and suggestions to improve quality of service and report to the Unit Supervisor.
• Perform any other duties as may be assigned from time to time