Customer Care Officer Jobs – Mengo Hospital

Job Title:        Customer
Care Officer

Organization: Mengo

Duty Station: Kampala,

Reports to: Public
Relations Officer

About US:

Mengo Hospital was
founded in 1897 in Kampala, and is the oldest hospital in Uganda. It currently
serves as an urban community hospital that provides modern medical care. Mengo
Hospital provides comprehensive care including radiology, obstetrics,
dentistry, orthopedics, and surgery. Additionally, Mengo Hospital provides
critical training and education to health professionals through its various
programs in midwifery and nursing, health sciences, and laboratory technology.
Mengo Hospital also has a dedicated research and development team that works to
find new solutions to health issues in Uganda.

Job Summary:   The Customer Care Officer will manage the
customer service strategy and ensure delivery of high level of customer service
and satisfaction while minimizing the total cost to service through continuous
improvement of operational effectiveness, employee productivity and

Key Duties and Responsibilities: 

  • Lead and continuously develop a high performing customer services
  • Continue developing and roll out of customer experience and
    satisfaction improvement strategies across all departments and service
    points of Mengo Hospital.
  • Interface with departmental managers to draw new strategies of
    delivering the best customer service experience
  • Develop and measure metrics that track contribution and progress on
    customer satisfaction, efficiency and productivity improvements
  • Manage the Order To Cash (OTC) process, customer complaints and lead
    a complaints reduction program in collaboration with hospital team as
  • Participate in industry benchmarks to deliver best practices in
    Customer service in hospital environment.
  • Making routine satisfaction survey for clients through client follow
    up and compiling a report and statistical data for management support to
    customer improvement plan
  • Taking ownership of Customer (Patients) complaints and inquiries in
    relation to hospital services, consultants’ appointments and hospital
    schedules through a 24/7 mobile call center and following them through to
  • Conducting customer care Ward rounds.
  • Responsible for system to control client traffic and welfare during
    service delivery.
  • To always look out for outstanding success stories for record purposes
    and update the Public Relations office for documentation.
  • Ensure proper customer service delivery strategy for insurance
    clients (work hand in hand with insurance office.)
  • Ensuring quality improvement as an important aspect of Customer
  • Follow up with the medical team and thus ensuring clients obtain
    necessary information to complete the patient flow cycle happily.

Qualifications, Skills and Experience: 

  • The ideal candidate must hold a Bachelor’s degree in public
    relations, public administration, customer service, hospitality
    management, or related humanities courses.
  • At least three years of Customer Services management experience in a
    busy environment or, preferably in the healthcare industry
  • Knowledge on the value of each customer.
  • Ability to listen to customers and fix problems.
  • Ability to empower and listen to the customer Care Assistants and
    lead them to deliver a high customer service experience.
  • Excellent verbal and written communication skills.
  • Strong ability to lead a team.
  • Ability to manage expectations, create high level of satisfaction
    and effectively convey customer needs to staff members and managers.
  • Proficient with MS Office including Excel, Word and PowerPoint.
  • Ability to work independently and as a member of a team.
  • Able to conduct customer service trainings to hospital staff members
    at all levels.

How to Apply:

All suitably
qualified and interested candidates with relevant qualifications and experience
should submit their application letters, detailed Curriculum vitae (CV), copies
of academic transcripts, certificates, and valid contacts details (email and
telephone) of three (3) Professional referees electronically by filling a form
on our website at the link below;


Deadline: 2nd August 2019

Please Note:

  • No hand delivered applications will be
  • Only shortlisted candidates will be

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