Customer Experience Officer Job in Kenya at Equity Afya

Why This Role Matters

This Customer Experience Officer role allows professionals to develop key skills in NGO / Non-Profit Associations. The position offers career growth opportunities while supporting the company's mission and values.

Responsibilities for Customer Experience Officer in Kenya

• Receive and register patients accurately in the Health Management Information System (HMIS), ensuring all demographic and medical details are correctly captured and updated in real time. Verify patient information, confirm appointment details, and guide new patients through the registration process in a courteous and professional manner.
• Schedule, reschedule, and confirm patient appointments in a timely manner while coordinating with medical staff to optimize clinic schedules and reduce appointment conflicts. Ensure patients receive timely reminders and clear instructions regarding their visits.
• Provide accurate and up-to-date information regarding services offered, treatment procedures, consultation fees, insurance processes, and facility policies. Ensure all communication is clear, respectful, and aligned with organizational standards.
• Manage patient inquiries both physically at the reception desk and through phone, email, or other communication channels. Respond promptly to queries and ensure all concerns are addressed efficiently.
• Ensure proper documentation, filing, and secure handling of patient records in compliance with healthcare regulations and internal policies. Maintain strict confidentiality and safeguard sensitive patient information at all times.
• Coordinate patient flow within the facility by liaising with nurses, doctors, and support staff to minimize waiting times and enhance the overall patient experience. Monitor queues and provide updates to patients when delays occur.
• Address patient complaints and concerns professionally, demonstrating empathy and active listening skills. Resolve minor issues independently and escalate complex matters to the relevant supervisor or department for timely resolution.
• Support billing and payment processes by guiding patients through available payment options, verifying billing information, and assisting with invoice clarification when required.
• Maintain a clean, organized, and welcoming front office environment that reflects professionalism and promotes comfort for patients and visitors.
• Collaborate closely with medical and administrative staff to ensure seamless service delivery and adherence to quality standards.
• The Customer Experience Officer will also contribute to daily and weekly reporting, track service performance indicators, document patient feedback, and provide insights for improving operational efficiency. The role demands strong attention to detail, proactive problem-solving abilities, adaptability in a fast-paced healthcare setting, and the capacity to work under minimal supervision while consistently maintaining high professional and ethical standards.

Qualifications for Customer Experience Officer in Kenya

• Diploma

How to Apply for Customer Experience Officer in Kenya

Interested candidates are invited to submit their updated CV and relevant academic certificates through the official application portal. Only shortlisted candidates will be contacted for interviews. Applicants are encouraged to apply before the deadline as applications will be reviewed on a rolling basis.