Job Description
Public Relations Jobs. Aga Khan University Hospital Jobs
Job Summary
Patient Care Ambassadors are responsible for providing excellent customer service and creating an exceptional experience for all patients and visitors of AKUHN. They ensure customer satisfaction by addressing and resolving patients’/visitors’ complaints or issues.
Responsibilities
- Meet and greet patients in wards, rooms, and specialty treatment areas as assigned to ensure patient comfort and satisfaction.
- Respond to complaints/special needs in a proactive and timely manner.
- Provide information to patients regarding hospital amenities and services.
- Ensure rooms/beds are checked before admission and refer any lapses to relevant departments; follow up documentation log.
- Verify patient status for billing and make notes on the patient database system.
- Reduce waiting times by assisting in queue management.
- Respond to customer queries regarding all non-clinical matters, such as billing and access to health records, and facilitate discussions with clinical staff.
- Ensure prompt reporting of any clinical and non-clinical complaints, including food service, housekeeping, and maintenance; report all clinical mattes to the Nurse Manager.
- Meet regularly with department leadership for discussions, updates, and feedback on lapses, and suggest potential corrective actions.
- Effectively coordinate all support services and work closely with Unit Managers to ensure smooth patient admission and discharge from wards/rooms.
- Enter customer/visitor complaints in the PCHS (Patient Complaint Handling System) daily.
- Conduct studies and log reports on customer compliments, complaints, suggestions, and service trends, making recommendations as needed.
- Monitor staff interactions with patients and suggest corrective measures.
- Identify customer service champions in assigned areas and form team bonding exercises.
- Perform any other duties as assigned by the supervisor.
Qualifications and Skills Requirements
- Diploma in Hospitality, Public Relations, or equivalent.
- Proven competence in Microsoft software.
- Fluent in English and Swahili; fluency in any other foreign language is an added advantage.
- Minimum 2 years’ experience in Customer Service roles in the hospitality or healthcare industry.
- Experience in data analysis is an added advantage.
- Excellent customer service skills.
- Ability to present oneself as caring, courteous, and polite to patients, families, health teams, and the public.
- Ability to develop and maintain effective working relationships across all departments.
- Good communication and interpersonal skills for dealing with patrons.
- Ability to be tactful, patient, and calm in stressful situations.
- Ability to multi-task, prioritize, and work in a fast-paced environment.
- Skills in record keeping.
- Strong analytical skills.a
- Ability to manage disgruntled and dissatisfied clients and achieve a positive outcome.
How to Apply
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