Job Description
Vacancy Details
Our Ref: CEH/HR/REC/006/2023 Terms of Engagement Permanent
Role: Customer Care Representative Place of work: City Eye Hospital
Reporting to: Front Office Coordinator No. of Vacancies 1
Main Purpose of the Role
The incumbent shall be responsible for receiving patients at the reception, bill patients for services required, manage
appointments and respond to queries as appropriate.
Key Responsibilities
Driver Duties
a) Receive and welcome clients at the front office and determine their needs.
b) Direct clients to service points as appropriate.
c) Answer promptly incoming calls, assisting the caller or directing them as appropriate.
d) Register patients into the Hospital Information Management and the ERP systems.
e) Generate the patients’ files through the EMR system.
f) Review patients’ notes to determine appropriate service sought.
g) Schedule appointments for patients and ensure that details are well communicated to them, verbally and
through their appointment cards.
h) Bill patients for consultation and ensure that the payments are received through Mpesa or the banking
system.
i) Carry out reconciliations for all the monies received and sharing the reports of the same at the end of the
day with the Operations Officer.
j) Provide feedback to the Front Office Coordinator on company policies and procedures, and constantly look
out for potential changes which could improve operational efficiency at the Front Office.
k) Take part in company projects and/or any other duties as assigned by your Line Manager, or any other person
placed in authority over you.
Knowledge and Experience Required
(i) Diploma or higher in any business-related field or social sciences.
(ii) Certificate in Front Office/Customer Care Management/ Client Relations/ Public Relations shall be an added
advantage
(iii) 2 years’ experience in a similar role.
(iv) Must be computer literate
(v) Previous working experience with Hospital Information Management and ERP systems shall be an added
advantage.
Key Skills and Competencies Required (i)
Attention to detail.
(ii) Excellent Interpersonal communication and Customer Care Skills.
(iii) Strong communication skills.
(iv) Ability to work well under pressure and thrive in a fast-paced medical environment.
(v) Willing to contribute to areas beyond formal job description
(vi) Willingness to work a variety of hours as the business demands, including occasionally late nights.
(vii) Ability to work effectively both independently and as part of a team.
(viii) Demonstrated ability to uphold and align oneself with the core values of city eye hospital.