Friday, November 20, 2015

Customer Care Manager

The Customer Care Manager is a new position and as right hand of the Director Private Clinic will be in-charge of all internal customer relationship, administration of Services, ensuring high-quality levels throughout the private clinic. The Customer Care Manager will report to the Director Private Clinic.

Position: CUSTOMER CARE MANAGER (ref: 79) 

Duties include:
• Run the outpatient, theatre and ward services from admin and staffing side.
• Streamline procedures, patient flow. Define, set and audit Customer Care standard across the Clinic.
• Assure high-quality patient care.
• Model high level customer focused and service behaviors, coach others to develop excellent customer care.
• Manage the Clinic patient administration processes including medical records to ensure that they work efficiently and effectively and in the best interests of the patient, direct the team to achieve budgetary targets.
• Ensure that the facilities are clean, undamaged and appropriate to a private clinic.
• Oversee the provision of an efficient catering service to patients, consultants, visitors and staff of the highest quality and nutritional content.
• Ensure that equipment is maintained and serviced to the highest standards, compliant with policy and legislation.
• Oversee the provision of an efficient and timely hospital stores and logistics service.
• Select, appoint, retain and promote the most appropriately qualified and experienced staff as needed in conjunction with Director Private Clinic and Human Resources.
• Complete risk assessments to ensure all risks are understood and managed
• Responsible and accountable for budget and financial performance of own team

Qualifications, Skills and Experience:
• Degree in hospital management / administration or equivalent relevant medical qualification and experience;
• 5 to 6 years experience of which 2-3 years in a supervisory / management role, in a similar multi-cultural working environment
• Lean experience is a must
• Excellent verbal and written communication skills: English mandatory – Swahili is a must
• Effective communication skills and proven ability to work effectively in a team environment and independently
• Proven ability to influence, motivate and persuade others to increase customer focus and service
• Good computer skills (Hospital Management system, MS Office)

Personal Qualities:
• Planning & Organization skills
• Relationship Management
• Flexibility & adaptability
• Ability to work under pressure

CCBRT seeks to recruit individuals who are passionate about the work they do, who are compassionate in character and who have excellent standards of competency. We are an equal opportunities-employer and encourage people with disabilities to apply.

Please submit your curriculum vitae with two references and maximum one page cover letter on why you believe you are the right candidate for this position. Please send it via email to:

Please indicate job reference number: 79

Deadline for Applications: 4th December 2015.

Only shortlisted candidates will be contacted.