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Job Title:  Customer Care Officer (No Experience Jobs) 

Organisation: LifeLink Medical Group

Duty Station:  Kampala, Uganda

About the Company:

LifeLink Medical Group is a private medical establishment, initially founded as Lifelink Medical Centre in 2008 with  a  goal of   bringing  superior but affordable medical  services, closer  to  the people. Currently running a hospital in Namugongo, and an urban clinic in Ntinda. LifeLink offers both general and specialist health services in  a  sparkly,  friendly  and  well-supervised  environment.

Job Summary: The Customer Care Officer will ensure that all our clients are able to receive and experience quality customer service during and after their visit to our facilities.

Key Duties and Responsibilities:

• Ensure that patients/clients entering the hospital are warmly received and attended to
• Observe maximum organization and hygiene for the different facility areas i.e., waiting areas, Consultation rooms, Washrooms, parking areas
• Plan for each shift, ensuring that the different waiting areas have adequate seats, the different service points have the different staff on duty, air conditioners are on when required, TVs are functional
• Ensure patients are comfortable while at the facility by identifying and addressing any issues that may cause patient discomfort such as unpleasant smells, too much noise, other patients, among others.
• Take charge of the outpatient flow to ensure a smooth service experience for each client
• Engage each client in the different service points to understand their needs and regularly update them about the progress of services, the expected turnaround time and guide them on what needs to be done for their visit.
• Provide information about Lifelink Medical Group as may be required by the clients.
• Keep a current record of Specialists’ whereabouts and availability, first by ensuring that the front desk officers have contacted all the specialists and all the relevant stakeholders are informed of the current specialist clinic updates.
• Make routine rounds to the different departments to ensure that all required staff are available at their service points, identify challenges that affect service delivery, and confirm that clients are being served.
• Make regular visits to the inpatient ward, assess for client satisfaction, identify any service challenges, and ensure that the challenges encountered are addressed.
• To ensure that the different turnaround time standards for the different departments are met.
• Training the different departments on the available customer service SOPs.
• Orientation of all new staff on the customer service culture of the institution as well as documenting the activities that have happened during the orientation.
• Ensure that all customer service surveys are effectively conducted.
• Receive, address, document and forward customer complaints to the appropriate personnel.
• Take charge of the incoming and outgoing customer service calls
• Identify patients for follow up calls using the available criteria, make the calls and generate a daily report.
• Identify all patients who were activated but didn’t receive any service, and have them called for feedback.
• Perform any other duties as may be assigned from time to time.

Key Performance Indicators

• Percentage of clients engaged by the customer service officer during their visit
• No of patients called for follow up
• Timely delivery of reports
• Percentage of challenges solved/ addressed.

Qualifications, Skills and Experience:

• Bachelor’s Degree from a recognized institution
• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures terminology.
• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Active Listening skills i.e., giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Ability to speak or talk to others to convey information effectively.
• Be service oriented i.e., actively looking for ways to help people.
• Being aware of others’ reactions and understanding why they react as they do.
• Critical thinking skills i.e., using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Ability to manage one’s own time and the time of others.
• Understanding the implications of new information for both current and future problem-solving and decision-making.
• Must be able to multi-task.
• Ability to work well under stressful conditions.
• Because of the nature of this work, position requires someone pleasant, personable, patient and having a desire to be of assistance to those in need.
• Able to work with minimum day to day supervision

How to Apply:

All interested and qualified candidates should send a cover letter, updated CV and academic documents to jobs@lifelinkug.com

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