Organisation: Kampala Independent Hospital

Duty Station: Kampala, Uganda

Job Summary: The Supervisor will oversee the new-patient experience and enrolment process, ensuring that patients are welcomed, registered, guided, and supported through a smooth and professional onboarding experience.

Key Duties and Responsibilities:

• Supervise the new-patient enrolment and registration team.
• Ensure patients receive a welcoming, efficient, and professional experience.
• Coordinate patient registration, verification, onboarding, and orientation processes.
• Ensure accurate collection and entry of patient information.
• Monitor waiting times and identify opportunities to improve patient flow.
• Resolve escalated patient enquiries and service complaints.
• Train, coach, and support customer-service/enrolment staff.
• Monitor staff performance against service standards and targets.
• Prepare reports on enrolment numbers, customer feedback, service performance, and operational challenges.
• Coordinate with clinical, billing, records, call-centre, and other departments to resolve patient issues.
• Ensure patient information is handled securely and confidentially.
• Identify gaps in the patient journey and recommend improvements.
• Support implementation of customer-service and patient-experience initiatives.
• Ensure compliance with organizational policies and applicable healthcare requirements.

Qualifications, Skills and Experience:

• Diploma or Bachelor’s degree in Healthcare Administration, Business Administration, Customer Experience, Public Relations, Communications, or a related field.
• Previous experience in healthcare customer service, patient registration, enrolment, reception, or a similar environment.
• Supervisory or team-leadership experience is an advantage.
• Excellent communication and interpersonal skills.
• Strong organizational and problem-solving abilities.
• Good knowledge of customer-service principles and patient experience.
• Computer literacy and ability to work with patient-management or CRM systems.
• Strong leadership, coaching, and conflict-resolution skills.
• High level of professionalism, confidentiality, empathy, and integrity.

How to Apply:

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