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Job Title:   Floor Manager

Organisation: C-Care Uganda

Duty Station: Mukono, Uganda

About the Company:

C-Care IHK formerly International Hospital Kampala (IHK) is a tertiary, multi-specialty hospital that lays its foundation on a ‘Patient first’ ideology. It has been known for delivering leading-edge healthcare to cater for the changing needs of the growing populace and is the epitome of medical innovations and quality healthcare that offers easy connectivity and accessibility to patients from all over the East African region.

Job Summary:   The Floor manager is responsible for ensuring excellent client service, retention, increased loyalty and achieve client satisfaction in the Clinics

Key Duties and Responsibilities:

• Identify and report significant opportunities to improve overall service while solving problems and doing follow up on patient complaints/staff concerns.
• Ensure all customer complaints or issues (verbal /written) are dealt with in an urgent manner and followed through to conclusion by:
• Acknowledging complaint /issue and assuring customer follow up.
• Documenting complaints and their resolution in a tracking sheet.
• Informing all relevant parties and collecting information in a timely manner.
• Responding to the customer (verbally or written as required) and giving feedback.
• Client Satisfaction:
• Develop and implement strategies to enhance the Client Experience
• Monitor Client Feedback through surveys and direct communication
• Timely dissemination of feedback to concerned parties.
• Resolve complex Client issues and complaints promptly and effectively.
• Preparation and presentation of accurate, timely reports on customer feedback.
• Track the percentage of clients who report satisfaction after a service recovery effort following a complaint or issue.
• Operational Excellence:
• Ensure Client interactions align with organizational policies
• Oversee accurate documentation of Client interactions
• Collaborate with other departments to address client needs.
• Measure efficiency of processes that impact Client Experience such as reducing Waiting Time or streamlining communication.
• Performance Metrics:
• Track and report on Client satisfaction and Trust Scores, response times and issue resolution rates.
• Set and review team performance goals
• Client Advocacy:
• Advocate for Client needs within the organization
• Promote a Client Centered culture across the team and organization
• Training & Development
• Provide On-going training to the team members
• Ensure the team is up-to-date on all relevant procedures and regulations
• Team Leadership:
• Supervise, mentor and support the Client Experience Team
• Manage daily Operations, including scheduling and task delegation
• Conduct regular performance reviews and provide constructive feedback.
• Monitor and report on equipment downtime / service interruptions that affect client satisfaction and business flow of the Clinics.
• Take responsibility for disciplinary issues arising in the client experience department in line with agreed policy and where necessary, in liaison with your senior manager and HR.
• Undertake other related duties incidental to the work described herein or as delegated to you by your supervisor.

 




Qualifications, Skills and Experience:

• A Bachelor’s degree in any Business field from a reputable university.
• A post graduate in Management or relevant professional qualifications is an added advantage.

Years of Experience:

• Must have 5 years work experience in a service industry, 3 years must be in middle management in a cross functional organisation. Most preferably in the healthcare setting.

Skills required to perform the Job:

• Good and demonstrable leadership skills and business acumen
• Ability to communicate effectively with the team and to apply broader objectives at team level
• Competency in resource budgeting and planning
• Computer literacy especially MS Office
• Knowledge and ability to use Navision
• Ability to work without supervision.
• Ability to fore see problem and inform or advise direct supervisor accordingly.
• Good and demonstrable understanding of C-CARE philosophy, vision and strategy
• Good interpersonal and communication (verbal & written) skills

How to Apply:

All candidates should apply online at the link below.

Click Here

Deadline: 17th January 2025

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