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Job Title:    Customer Care Officer

Organization: Comprehensive
Rehabilitation Services for people with disability in Uganda (CoRSU)

Duty Station:
Kampala, Uganda

Reports to:  PA
/ PR

 

About US:

Comprehensive Rehabilitation Services for people with disability in
Uganda (CoRSU) is a private non-profit, non-governmental organization and is
supported by CBM (Christian Blind Mission). CoRSU provides Orthopaedic Surgery,
Plastic Surgery and Rehabilitation, mainly for children as well as adults with
disability. 

 

Job Summary:  The
Customer Care Officer is responsible for dealing with all patients and visitors
enquiries in relation to the hospital services, focusing primarily on patient
care and management. He/she shall endeavor to meet the individual needs of all
patient and visitors’ inquiries and wherever possible resolving enquiries at
first point of contact. He/she shall ensure that patients and visitors to CoRSU
are well received and given the attention they require; and that all patient
communication and documents passing through Customer Care office are
appropriately handled.   He/she is
required provide and promote a professional, high quality, front line customer
focused telephone etiquette.

 

Key Duties and Responsibilities: 

·       
Patient
screening and registration is done promptly.

·       
Patients
and Visitors inquiries well attended to

·       
Induction
of patients about patient flow and services done.

·       
Customer
feedback reports submitted.

·       
Customer
Care phone and Emails appropriately handled.

·       
Patient
Appointments and reviews booked appropriately.

·       
Documentation
of patient case managements.

·       
Streamline
Patient Flow.

·       
Safe
custody and proper usage of front desk equipment ensured

·       
Welcome
and direct patients to different units within OPD as the first point of contact
to all patients.

·       
Support
patient screening and registration at OPD and Private Ward.

·       
To
streamline patient flow creating a pattern/system for patients to follow as
they register and manage demanding patients at the same time.

·       
To
ensure all patient inquiries and queries are addressed and feedback is
communicated in a timely manner.

·       
To
carryout induction of patients on patient flow of CoRSU services at different
OPD units and regularly share information regarding CoRSU services.

·       
To
conduct customer care-based Ward rounds to get patient feedbacks and follow up
with the respective teams.

·       
To share
bi weekly reports on customer feedback.

·       
To
manage the customer care phone and email promptly and ensure high quality phone
etiquette.

·       
To
manage all patient bookings and appointments in line with the different medical
units.

·       
Document
all cases managed by Customer Care Officer indicating future recommendations.

·       
To
supervise patient transfers while using wheel chairs and stretchers.

·       
Make
arrangements for the safe custody and proper usage of all front desk equipment;
keep a safe and healthy environment in the reception area.

·       
To
establish, develop and maintain effective working relationships with all work
colleagues to ensure a ‘one team approach’ to the delivery of the “patient
first” performance standards and the business objective.

·       
Carry
out all administrative tasks and any necessary follow-up work relating to
Customer Service.

·       
Liaise
with colleagues in other departments and other partner agencies as appropriate
to resolve customer enquiries.

·       
Undertake
any other duties that may reasonably be commensurate with the level of this
post.

 

Qualifications, Skills and Experience:

·       
The
ideal candidate must hold a Degree in Social Sciences or Social Administration
Public Relations, or Development Studies

·       
Qualification
in Public Relations course

·       
Certificate
in Customer Care

·       
Excellent
Computer Skills especially Internet Explorer

·       
Three
years of experience in public relations or customer care position

·       
Experience
of working in a service industry such as health care setting, banking,
telecommunication, etc.

·       
Good
communication interpersonal and Organising skills

·       
Good
communication abilities in English and other local languages

·       
Flexible,
reliable and able to work under pressure

·       
Good
sense of judgement; Non-judgemental approach to human relations

·       
Caring
attitude and passion for patient care

·       
Confidentiality

·       
Supervision
skills

·       
Empathy;
a friendly and helpful way of handling issues

 

How to Apply:

All suitably qualified and interested persons should submit their
applications (detailed CV with cover letter plus copies of Academic
Qualifications) to The Head of Human Resources and Organisational Development,
P.O. Box 46 Kisubi or email to recruitment@corsuhospital.org

 

NB: Note that only shortlisted candidates will be
notified for interviews. Capable People with Disabilities (PWDs) are encouraged
to apply.

 

Deadline: 2^nd
October 2020

 

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