Customer Care Assistant (GMG/AM 1) - St. Elizabeth Health Services

Qualification and Experience:

• Minimum four (4) GCE/CSEC/SSC/City of Guilds subjects at the standard acceptable grades inclusive of English Language and Mathematics. 
• Training in Customer Service and Emotional Intelligence. 

Key Responsibilities:

• Greets and interacts with patients/relatives and visitors to the Hospital/Health Centre. 
• Collects personal information from client and log onto the prescribed forms and systems. 
• Assigns patient number to client, distribute patient services card and refer to triage nurse for the completion of vital signs. 
• Remains calm and enthusiastic at all times. 
• Refers to the patient by his/her name after it is asked for and given to you.
• Listens keenly and carefully to patients. 
• Displays compassionate supports to all patients regardless of their situation.
• Reports serious challenges to your Supervisor in a timely manner.
• Refers patients showing signs of deteriorating health and/or excruciating pain to clinical personnel for intervention. 
• Monitors waiting time of patients in assigned areas and intervene where possible.
• Communicates to the patients as to the modus operandi of the assigned area as it relates to how patients are seen 
• Keeps patients informed of possible causes of extended waiting hours as directed.
• Disseminates questionnaires to solicit feedback on the services offered.
• Influences customer service interaction by displaying and maintaining professionalism and courtesy to all. 
• Communicates relevant information; provide correct and adequate responses to questions and queries and direct clients to respective service areas in the Hospital.
• Logs client complaints and refer for the appropriate resolution. 
• Ensures that health insurance card holders who were seen and/or treated at the hospital are directed to the cashiers for billing. 
• Identifies patients with special needs and informs Supervisor accordingly for intervention. 
• Assist members of staff who need clarification on services and ensure compliance with the regulations. 
• Assists in the dissemination of questionnaires to solicit feedback on the services offered. 
• Alerts the security guards to any unusual or suspected unsafe situations that may be observed. 
• Identifies problems within scope of responsibility in the shortest possible time and refer those outside of scope of responsibility to the Supervisor. 
• Works with other team members to improve service reliability. 
• Performs other related duties as directed in accordance with guidelines of the Hospital/Health Centre. 

Specific Knowledge/Skills Required:

• Customer service principles and guidelines 
• Public health systems and practices 
• Customer Charter 
• MOH’s Compassionate Care Programme 
• Working knowledge of office procedures 
• Active listening skills 
• Well developed human relations skills. 
• Good oral communication skills. 
• Good time management skills. 
• PC operating skills (spreadsheets, word processing, and/or other data base applications).

NB. ONLY SHORTLISTED APPLICANTS WILL BE ACKNOWLEDGED