Customer Service Assistant at Bristol Park Hospital – Nairobi, Kitengela, Machakos – 2025

Customer Service Assistant at Bristol Park Hospital – Nairobi, Kitengela, Machakos – 2025

Position: Customer Service Assistant
Location: Nairobi, Kitengela, Machakos, Kenya
Type of Job: Full-Time
Number of Vacancies: 1
Job Category: Customer Service, Healthcare Support
Salary: Not Disclosed
Reporting To: Head of Department – Customer Care
Application Deadline: 21 March 2025
Country/Territory: Kenya

Introduction: Deliver Exceptional Patient Experience and Frontline Healthcare Support

Bristol Park Hospital, a licensed and trusted healthcare provider with over 15 years of dedicated service across Nairobi, Kitengela, and Machakos, is seeking an enthusiastic and skilled Customer Service Assistant to join our dynamic team.

This role presents a unique opportunity for a customer service professional who is passionate about delivering outstanding service to internal and external customers. You will be pivotal in ensuring patient satisfaction, smooth operational flow, and efficient service delivery at the hospital’s frontlines.

About Bristol Park Hospital

Bristol Park Hospital is renowned for offering quality and affordable healthcare services across key locations in Kenya. Our commitment to excellence, innovation, and patient-centered care defines our approach to healthcare delivery.

With a vision to be a world-class provider of healthcare solutions, we invest in our team members’ growth while fostering a supportive and inclusive environment. We strive to ensure every patient interaction reflects our high standards of care and service excellence.

Key Responsibilities of the Customer Service Assistant Role

As the Customer Service Assistant, your primary responsibility is to provide efficient, friendly, and professional service to both internal and external customers. Specific responsibilities include:

Patient Support and Service Facilitation:

• Facilitate pre-authorization processes for patient admissions, surgeries, and discharges, ensuring a smooth and effective workflow.
• Provide exemplary customer service by addressing patient needs and inquiries courteously and professionally.
• Receive patients, ascertain the nature of visits, and direct them to appropriate hospital services.
• Manage patient queues at reception to avoid overcrowding and ensure an organized flow.

Administrative Duties and Communication:

• Handle all incoming inquiries, both internal and external, efficiently and direct them to the appropriate departments.
• Book and follow up on specialized clinic appointments, ensuring patient schedules are well-coordinated.
• Assist in patient discharge processes to ensure timely and accurate service.
• Assist in running and reviewing patient bills post-service delivery.
• Answer patient queries regarding billing, prescriptions, and hospital procedures.

Insurance Claims and Reporting:

• Prepare insurance claims and generate invoices daily, weekly, and monthly.
• Follow up on submitted insurance claims to secure timely payment approvals.
• Maintain accurate records and submit reports to the Head of Department, Customer Care.

Telephone and Electronic Inquiry Management:

• Handle telephone and electronic inquiries professionally, ensuring messages and calls are relayed appropriately.

Qualifications and Skills Required

The ideal candidate should possess the following qualifications and competencies:

Educational Qualifications:

• Diploma in Business Administration, Public Relations, Communication, or Customer Service from a recognized institution.

Professional Experience:

• Minimum of 2 years’ relevant experience in a busy customer service environment, preferably within the healthcare sector.

Technical Competencies:

• Proficiency in managing front office operations, patient billing systems, and insurance claim processes.
• Strong organizational skills and ability to multitask effectively.

Interpersonal Skills:

• Excellent communication and interpersonal skills, with the ability to interact professionally with patients, healthcare staff, and stakeholders.
• Strong time management skills, attention to detail, and problem-solving abilities.
• Ability to work well in a fast-paced healthcare environment.

Company Culture and Values at Bristol Park Hospital

At Bristol Park Hospital, we value integrity, compassion, and professionalism. Our customer service team is an integral part of delivering a seamless healthcare experience to all patients. We are committed to continuous improvement, teamwork, and providing staff with opportunities for professional growth.

We foster a supportive environment where every staff member plays a key role in advancing our mission of delivering innovative and accessible healthcare solutions.

How to Apply for the Customer Service Assistant Role

Interested and qualified candidates are invited to forward their updated CV and academic qualifications to the email address provided below. Kindly state the subject heading CUSTOMER SERVICE ASSISTANT in your application.

Application Email: humanresource@bristolpark.or.ke
Application Deadline: 21 March 2025

Only shortlisted candidates will be contacted.

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