Job Description
Are you an accomplished leader in the Healthcare Industry, eager to make an impact in an integrated healthcare network in Kenya providing complete outpatient services to heights of success? We invite you to apply for the prestigious role of GM-Customer Experience in our organization with the Support Office based in Nairobi.
About Us;
Bliss Healthcare is the largest network of Outpatient Medical Centres in Kenya with 63 Centres across 37 counties in Kenya's Urban and Rural Communities providing quality, accessible and affordable healthcare. We are on an expansion plan and in the next one year or so the network shall consist of about 100 Medical Centres.
Key Qualifications;
1. Proven Leadership: Guru in customer service experience especially in Healthcare or Hospitality sector, a minimum of 7 years' experience at a senior management level and at least a master's degree from a university recognized in Kenya.
2. Strategic Visionary: Ability to draft and execute comprehensive plans to drive the customer experience agenda
3. Collaborative Spirit: Exceptional Interpersonal skills to foster a culture of collaboration, respect and teamwork among staff in support office. medical centre and Stakeholders
4. Communication Excellence: Outstanding communication skills both verbal and written, to engage effectively with diverse audience.
5. Change Leadership: Instill a culture of service excellence, hospitality, ownership and results across the enterprise
Responsibilities Reporting to the Chief Executive Officer, the position holder will:
1. Clearly define the optimal Patient Experience. including the behavioral changes necessary to achieve cultural transformation throughout the entire organization.
2. Enhance and continually improve the overall experience of patients and families throughout Bliss Healthcare Centers.
3. Develop the framework & protocols in which all Patient Experience initiatives will be deployed across Bliss Healthcare Centres.
4. Serving as the subject matterexpertforserviceexcellence,maintaininganactiveunderstandingolcurrent thinking and innovative interventions / programs regarding the patient experience both locally, nationally and internationally.
5. Develop service, educational, and training programs throughout Bliss Healthcare Centers relating to the patient experience in partnership with the training function.
6. Strategically develop. refine and improve performance metrics and measurement methods using standardized and customized tools.
7. Consistently measure Service/Patient Experience results which include but not limited to: CSAT. Discharge Surveys, SMS Survey, trends and regulatory requirements on service experiential standards.
8. Responsible for management and oversight of Service Excellence and Patient Relations budget.
9. Any other duties and responsibilities assigned at any time by the CEO in line with the overall roles and responsibilities consistent with this role of General Manager-Customer Experience.
Rewards; I Competitive compensation package, reflective of your experience and accomplishments. Opportunity to shape the future of healthcare and impact lives positively. Collaborative and supportive environment that values your expertise and insights.