Job Summary
Applications are invited from qualified persons for the above vacant position.
Minimum Qualification:Bachelor
Experience Level:Senior level
Experience Length:5 years
Job Description
LifeCare Hospitals Ltd is a group of hospitals built on strong knowledge, experience and highly skilled medical foundation. We are committed to providing first class health care of international standards to all individuals within the local and extended areas. LifeCare Hospitals Ltd is an emerging high-end health care service delivery provider in Kenya. LifeCare Hospitals Bungoma, a level 5 referral 100+ bed capacity is a fully operational hospital. Our various State-of-art hospitals in Migori, Nairobi and Mombasa are under way.
Manager – Patient Experience LifeCare Hospitals - Migori
Reporting to Director – Patient Experience the successful candidate will be responsible for the following amongst others:
Main Duties
• Implement the framework & protocols in which all Patient Experience initiatives will be deployed in the LifeCare Hospital.
• Driving a culture of Service Excellence, hospitality, ownership and results in the hospital.
• Apply Service/Patient Experience performance standards and deploy their respective measurement processes which include but not limited to; Customer Satisfaction (CSAT), Net Promoter Score (NPS), Discharge Surveys, SMS Survey, trends and regulatory requirements
• Documenting and communicating within the hospital the shared vision for experience improvements.
• Through stakeholder engagement and partnership, deploy Service Standard Operating Procedures (SOPs) including and not limited to patient relations, continuously monitor for compliance and embed mechanisms for sustenance and/or improvements.
• In partnership with the Training function, see to the delivery of Service and Patient Experience training programs in the hospital.
• Responsible for management and oversight of Service Excellence and Patient Relations costs in the hospital.
• Primary contact for patient satisfaction survey tools, process implementation and sustenance.
• Any other role that you may be called upon to perform from time to time
Qualifications and skills
• Degree or Masters in any related field
• Customer/Patient Experience Certification (Local/International) would be an added advantage
• At least 5 years in Customer/Patient Experience management role
• Demonstrated implementation & accomplishing impactful Customer/Patient Service improvements
• Experience in Service Industries would be added advantage.
• Advanced knowledge of: customer/patient satisfaction survey tools, the field of consumer research, and complaint and grievance management
• Data analysis and interpretation skills are needed to lead the service improvement effort and to create the credibility needed for interaction with hospital leaders and faculty
• Able to communicate effectively verbally and in writing, lead & facilitate meetings across diverse audiences.
• Able to articulate challenges and to be proactive and aggressive in thinking about new ways to do things and create enthusiasm for new initiatives
• Able to influence, elicit commitment from stakeholders and team members
• Proven track record of results and working with process management
• Ability to recruit, retain and engage talent
• Computer literate and proficient with MS desktop application
If your background, experience and competence match the above specifications, please send us your application quoting the reference and include your current remuneration, testimonials and full contact details of 3 referees to: To be received not later than15th November 2020. Only shortlisted candidates will be contacted.
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