Customer Experience Manager

Valley Hospital is a leading Level 4 hospital in Nakuru City offering both inpatient and outpatient services.

Valley Hospital, a prominent Level 4 hospital in Nakuru City providing both inpatient and outpatient services, is seeking a dynamic and service-oriented Customer Experience Manager. This position is crucial for overseeing and improving the entire patient experience, from leading customer service teams and enhancing service delivery standards to effectively resolving patient concerns and implementing strategies that boost patient satisfaction and engagement. The manager will also be responsible for ensuring seamless communication and coordination among patients, hospital staff, insurance partners, and other relevant stakeholders.

1. Oversee and enhance the overall patient experience throughout the patient journey.
2. Lead customer service teams to ensure high standards of service.
3. Strengthen service delivery standards across the hospital.
4. Resolve patient concerns and address feedback effectively.
5. Implement strategies designed to improve patient satisfaction and engagement.
6. Ensure effective communication and coordination between patients, hospital staff, insurance partners, and other stakeholders.

1. Bachelor’s Degree in Healthcare Management, Business Administration, Communications, or a related field.
2. Minimum five (5) years of relevant experience, with at least two (2) years in a leadership role within an organization of similar size.
3. Strong understanding of customer service principles, patient engagement, and service recovery processes.
4. Knowledge of hospital operations, patient care workflows, and healthcare compliance standards.
5. Excellent verbal and written communication skills.
6. Strong leadership, coaching, and team management abilities.
7. High emotional intelligence, empathy, and professionalism.
8. Strong problem-solving and conflict resolution skills.
9. Ability to analyze patient feedback and implement service improvement strategies.
10. Strong organizational and decision-making abilities.
11. Ability to work collaboratively with multidisciplinary teams and external stakeholders.