Apply for Client Relations Officer & Call Center Officer Jobs at Luton Hospital

Vacancy: Client Relations Officer

Company: Luton Hospital
Location: Uganda
Application Deadline: September 17, 2024

About Us:
Luton Hospital is dedicated to providing exceptional healthcare services and is looking to expand our team with two key roles: Client Relations Officer and Call Center Officer. If you are passionate about enhancing customer experience and delivering top-notch support in a dynamic healthcare environment, we invite you to apply.

Key Responsibilities:

• Customer Support:
  • Handle customer inquiries via phone, email, or in person.
  • Provide accurate information regarding products, services, and company policies.
  • Resolve customer complaints efficiently and manage client experience tasks such as bookings and scheduling.
  • Oversee hospital call center operations.
• Relationship Management:
  • Build and maintain long-term relationships with key customers.
  • Identify opportunities to enhance customer satisfaction and retention.
  • Conduct regular follow-ups to gather feedback and assess service levels.
• Issue Resolution:
  • Address and resolve customer complaints and concerns promptly.
  • Collaborate with relevant departments to prevent issue recurrence.
  • Document and track customer interactions and resolutions.
• Feedback Analysis:
  • Collect and analyze customer feedback to identify trends and areas for improvement.
  • Provide insights to management for enhancing customer experience and participate in policy development.
• Product/Service Promotion:
  • Educate customers about new products/services and upsell where appropriate.
  • Offer training to the customer experience team on upselling hospital products.
• Reporting:
  • Prepare reports on customer interactions and resolutions.
  • Monitor customer satisfaction levels and suggest improvements.
• Leadership and Team Collaboration:
  • Work with sales, marketing, and product teams to align strategies with business goals.
  • Train and mentor junior staff and represent the company in external events.

Qualifications:

• Education: Bachelor’s degree in Business Administration, Marketing, Communications, or related field.
• Experience: 2-4 years in customer service or a related role.
• Skills: Strong communication, problem-solving, CRM software proficiency, organizational skills.
• Personal Attributes: Patience, empathy, adaptability, and a positive attitude.

Vacancy: Call Center Officer

Key Responsibilities:

• Customer Support:
  • Respond to incoming calls professionally and provide accurate information about hospital services.
  • Assist with inquiries related to admissions, billing, outpatient services, etc.
• Appointment Management:
  • Schedule, reschedule, and cancel patient appointments.
  • Confirm and remind patients of upcoming appointments.
• Handling Complaints and Inquiries:
  • Address patient complaints and escalate as needed.
  • Direct callers to appropriate departments and report major complaints to the Call Center Supervisor.
• Communication and Coordination:
  • Coordinate with hospital departments to facilitate patient needs.
  • Handle emergency calls and relay messages between patients and medical staff.
• Follow-ups:
  • Conduct follow-up calls for appointment confirmations and satisfaction surveys.
  • Provide information on test results and medical instructions as directed.
• Record Keeping and Reporting:
  • Maintain accurate call logs and patient records.
  • Generate reports on call volumes, issues, and service delivery.
• Cultural Sensitivity:
  • Provide services in English and Kiswahili, and, where necessary, local languages.
• Health Insurance Assistance:
  • Guide patients through insurance queries and support on coverage and approval processes.

Qualifications:

• Education: Degree or Diploma in customer service, communications, or related field.
• Experience: Previous call center or customer service experience, preferably in healthcare.
• Knowledge: Fluency in English and Kiswahili required; proficiency in a local language is a plus.

Working Conditions:

• Must be willing to work shifts, including weekends and public holidays.

How to Apply:

Interested candidates should send their applications to recruitment@lutonhospital.com with the subject line clearly indicating the role they are applying for (e.g., “Application for Client Relations Officer” or “Application for Call Center Officer”). Applications must be received by Tuesday, September 17, 2024.