Job Description
KUTRRH 11
V/FT/102/2023
Job Purpose: The Call Centre Agent at the Hospital serves as a front-line contact for patients and the
public, providing information and assistance. This role exists to ensure prompt and courteous
communication, appointment scheduling, and support for hospital services
Duties and Responsibilities
• Handle incoming calls and inquiries from patients and the public.
• Provide information about hospital services, appointments, and procedures.
• Ensure excellent customer service and professionalism in all interactions.
• Maintain accurate call logs and records.
• Collaborate with hospital departments to resolve queries from callers.
• Any other duty that may be assigned from time to time.
Qualifications and Requirements
i. Diploma in any of the following disciplines; Mass Communication Studies, Journalism,
International Relations, Commerce (Marketing Option), Business Administration
(Marketing Option), Communication Studies or Public Relations or its equivalent
qualification from a recognized institution.
ii. Proficiency in computer applications
iii. Registration with the relevant professional body
iv. Fulfilled the requirements of Chapter Six (6) of the Constitution of Kenya, 2010
Key Competencies & Attributes
• Customer service and communication skills to interact effectively with patients and callers.
• Appointment scheduling and coordination abilities to manage patient appointments.
• Professionalism and empathy in addressing caller inquiries and concerns.
• Record-keeping and data management proficiency to maintain accurate call logs and records.