Customer Experience Officer and Patient Relationship Officer

Premier Hospital, a leading private healthcare facility in Nyali, Mombasa, is committed to delivering high-quality emergency, outpatient, and inpatient services. Our care philosophy is centered on a patient-focused approach that promotes holistic well-being. Guided by the values of Compassion, Care, and Competence, we strive to provide exceptional healthcare in a serene and supportive environment.We are pleased to invite applications for the following positions:

• Customer Experience Officer
• Patient Relationship Officer & Care Manager

CUSTOMER EXPERIENCE OFFICER

1. The Customer Experience Officer will oversee the seamless functioning of the hospital’s customer service operations. The role ensures that patients and visitors receive outstanding service, supports efficient patient flow, and upholds the hospital’s standards of excellence and professionalism.

Key Duties & Responsibilities

• Provide outstanding customer service to all patients and visitors.
• Oversee operations at the Customer Experience Desk.
• Manage call center functions and telephone communications.
• Coordinate activities within the Outpatient Department.
• Ensure adherence to Quality Management System standards.
• Manage doctor schedules and room allocations.
• Handle appointment booking, confirmation, and follow-ups.
• Manage enquiries, complaints, and patient feedback.
• Support customer service training and enforce service standards.
• Offer patient orientation and guidance throughout their visit.

Minimum Qualifications

• Diploma in Front Office Operations, Hospitality Management, or a related field.
• Formal training in customer service or customer care.
• 2–3 years’ experience in a customer-facing role within a busy service environment.
• Prior experience in a hospital or healthcare facility is an added advantage.

PATIENT RELATIONSHIP OFFICER & CARE MANAGER

1. Reporting to the Marketing and Business Development Manager, this role ensures patients receive an exceptional and well-coordinated care experience. The officer will serve as the primary liaison between patients, healthcare providers, and administrative teams, promoting seamless communication and high standards of patient satisfaction.

Key Duties & ResponsibilitiesPatient Relationship Management

• Act as the main contact for patients and families throughout their care journey.
• Address questions, concerns, and complaints promptly and professionally.
• Build strong, trust-based relationships to support a positive patient experience.
• Monitor patient satisfaction and implement strategies to enhance it.

Care Coordination

• Collaborate with clinical teams to create, implement, and track individualized care plans.
• Coordinate appointments, follow-ups, and specialist consultations.
• Ensure continuity of care by updating patients on treatment plans and any changes.

Communication

• Serve as a communication bridge between patients, families, and hospital departments.
• Facilitate clear exchange of information to support smooth care delivery.
• Educate patients about available services, treatments, and support resources.

Documentation & Reporting

• Maintain accurate records of patient interactions, care plans, and outcomes.
• Prepare reports on patient satisfaction and care metrics for management.
• Ensure patient information is managed confidentially and in line with regulations.

Patient Advocacy

• Promote patient rights and ensure their needs are addressed within the healthcare system.
• Support patients in understanding diagnoses, treatment options, and processes.
• Assist patients in navigating healthcare services and accessing support programs.

Quality Improvement

• Participate in initiatives aimed at improving patient care and experience.
• Identify service gaps and collaborate on solutions.
• Monitor the success of care coordination programs and recommend improvements.

Education & Training

• Educate patients and families on treatment plans, health options, and post-care needs.
• Train staff on patient relationship management and care coordination best practices.

Minimum Qualifications

• Bachelor’s degree in Nursing (BSN) or equivalent; Master’s in Healthcare Management or a related field is an added advantage.
• Registered Nurse (RN) with a valid practice license.
• Minimum 5 years’ clinical and healthcare management experience, with focus on patient care and customer service.
• Customer Care training is required.
• Strong leadership, teamwork, and conflict-resolution abilities.
• Excellent interpersonal and communication skills.
• Ability to work under pressure and manage sensitive situations.
• Proficiency in healthcare systems and management software.
• Solid understanding of healthcare regulations and service standards.

HOW TO APPLYIf you meet the above qualifications and are passionate about delivering exceptional patient care, submit your application (cover letter and CV/Resume). Quote the job title in the email subject and include: Current and expected remuneration Testimonials Contact details for three referees Send your application to careers@premierhospital.org no later than 5:00pm on 27th November 2025.