Aga Khan University Hospitals in Karachi, Pakistan and Nairobi, Kenya are private, not-for-profit institutions providing high quality health care. The Main Hospitals serve as the principal sites for clinical training for the University’s Medical Colleges and Schools of Nursing and Midwifery in Pakistan and East Africa. Our Vision of Aga Khan University Hospital, Nairobi is to be the premier, tertiary, teaching and referral health care facility in sub-Saharan Africa.

Job Purpose:

Under the direction of the Chief Executive Officer, the incumbent will be responsible for bridging the gap between customers and the brand to ensure that the touchpoints across the customers’ journey are engaging, efficient and effective. He/She will consolidate and optimize various customer touch point interactions.

Key responsibilities

Process Improvement

• Service reviews and improvement of the understanding of “customer journeys”.
• creation of customer journey maps that helps to identify customer touchpoints and anticipate how customers will interact with the product or service.
• Evaluation and monitoring of Standard Operating Procedures for operational efficiency and bottleneck mitigation as well as reducing process variations.
• Working in liaison with the duty manager and discharges nurses to coordinate the admission and discharge processes.
• Working in liaison with the various outpatient departmental managers to generate initiatives to ensure reduction of waiting time.
• Crafting and implementing Out of the box/ creative solutions for creating operational efficiency.

Customer perspective:

• Supervision and management of patient care Ambassadors.
• Creating a meet and greet, responsive proactive culture amongst the patient care Ambassadors.
• Supervision of the activities of the front-facing staff to ensure their interactions with customers reflect positively on the company.
• Defining and implementing standards/procedures for ensuring optimal customer experience
• Conducting surveys to gather information on customer opinion of rendered services.
• Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience.
• Identifying and mitigating barriers to care as identified through patient complaints.
• Developing a service recovery strategy with a corrective and preventive action plan
• Ensuring an active complaints’ handling Standard Operating Procedure with a detailed step by step guide on complaint handling and resolution
• Ensuring the front-office staff are neat and in uniform and name tags.

Contact Centre

• Improve on first-call resolution rate at the contact center and track service level at the contact center including speed of response.
• Ensuring timely close loop of patient requests coming in via the contact center through coordination with Hospital unit coordinators. (Track Contact Rate)
• Carry out analysis of the quality of responses to customer issues raised on the contact center as well as analysing reports on the customer ticket/issue abandon rate/customer drop off rate on the contact center.
• Tracking the average customer ticket/issue handling rate on the contact center

Reporting

• Prepare and present both oral and written reports and presentations to stakeholders and leadership related to PX projects, initiatives, and progress in achieving goals.
• Analyze internal and external customer satisfaction metrics and other performance analytics to track and monitor performance trends, identify opportunities for improvement, and develop and implement recommended action plans including competency validation to improve the patient experience.

Learning and growth

• Conduct a training needs analysis and active ongoing CX Capacity building for staff.
• Organize CX training programs for staff to enhance their skills.
• introduce patient experience strategic imperatives during new hire onboarding processes including, but not limited to orientation.
• Attend seminars, workshops, and conferences to improve on existing job knowledge.
• Contribute to thought leadership and knowledge management.
• Complete any other tasks/duties as assigned by the supervisor/manager.

Qualifications and skills required:

• Bachelor’s degree in nursing or relevant clinical area, healthcare/business administration or related field is required. Master’s degree is strongly desired.
• Minimum of five years’ clinical or administrative experience in a healthcare leadership position with a focus on patient experience and/or customer service.
• Strong problem-solving skills and ability to quickly resolve issues and concerns.
• Ability to develop and lead interactive and engaging training and education programs relevant to service excellence.
• Excellent communication skills (verbal and written) with a proven track record of effectively interfacing, training, presenting information to multiple levels of the organization.
• Proficiency in writing and editing reports and other materials in the training and development.
• Skills in process improvement methodologies, (e.g. six sigma, PDSA/PDCA) process management or change management
• Computer proficiency in Microsoft Office (Microsoft Word, Excel, PowerPoint, and Outlook).
• Understanding of industry best practices.
• Good organization and administrative skills