Organisation: Kampala Independent Hospital

Duty Station: Kampala, Uganda

About Organisation:

Kampala Independent Hospital (KIH) is part of a multinational firm that specialises in healthcare management with operation outfits in London, New York and Miami Florida, USA. The hospital sees patients from all walks of life and from most parts of Africa. KIH employ the latest techniques and most advanced technologies to solve medical cases and diagnostic problems. More importantly than the latest technology, however, is our firm belief that the team approach to solving medical cases provides superior results.

Job Summary: The Call Centre Officer will serve as a key point of contact for customers and patients, providing timely, accurate, courteous, and professional assistance through telephone and other approved communication channels.

Key Duties and Responsibilities:

• Receive and respond to customer and patient enquiries.
• Provide accurate information about services, appointments, operating procedures, and other relevant matters.
• Schedule, confirm, reschedule, or cancel appointments as required.
• Handle customer complaints and concerns professionally.
• Escalate complex or sensitive issues to the appropriate department.
• Make follow-up calls to patients and customers where required.
• Maintain accurate records of calls, enquiries, complaints, and resolutions.
• Protect customer and patient confidentiality.
• Meet established service-quality and response-time standards.
• Follow approved call-handling scripts, procedures, and escalation protocols.
• Coordinate with clinical, administrative, and customer-service teams.
• Contribute to improving the overall patient/customer experience.

Qualifications, Skills and Experience:

• Certificate, Diploma, or Bachelor’s degree in Customer Service, Business Administration, Communications, Healthcare Administration, or a related field is an advantage.
• Previous call centre, healthcare, reception, or customer-service experience is desirable.
• Excellent telephone etiquette and communication skills.
• Strong listening and problem-solving abilities.
• Patient, empathetic, and customer-focused.
• Computer literate with good data-entry skills.
• Ability to work under pressure and handle difficult situations professionally.

How to Apply

All suitably qualified and Interested applicants should apply online to: ivfteam@kihug.com