Careers

Premier Hospital is a specialized private hospital located in Nyali, Mombasa offering high quality emergency, outpatient and inpatient care. We have a patient centered culture, and our approach is to provide comprehensive healthcare, which is focused on all aspects of patient’s health and overall well-being. Our service delivery model is anchored on Compassion, Care and Competence.

The Hospital seeks to recruit an ideal candidate for the following position:

JOB TITLE:  REVENUE OFFICER

REPORTS TO:  DENTAL IN-CHARGE/ CHIEF REVENUE OFFICER

a) JOB PURPOSE

The Revenue Officer will be responsible for the smooth operation of the dental reception area and any other cash point assigned to by the Chief Revenue Officer.

b) MAIN DUTIES AND RESPONSIBILITIES

• Answer all incoming calls, schedule appointments, and follow up on appointments.
• Is responsible for the dental reception area and ensures the patients receive the recommended and approved dental care and personal attention in a timely professional manner.
• Ensure that all appropriate documents are completed prior and after the client has received the services.
• Manage and maintain recall system, including ensuring pending appointments are confirmed, recalling dormant accounts, and completing chart audit files on all clients.
• Determine and confirm insurance coverage, assist clients on filling the requisite insurance forms, bill the patient, and ensure all preauthorization forms are filled and uploaded on the appropriate portal/system.
• Generate reports as may be required.
• Perform clerical duties including creating files, doing minutes as may be delegated, correspondence, and any other duty as may be delegated.

c) MINIMUM REQUIREMENTS/ QUALIFICATIONS

• Diploma in Business Administration or any other business related
• Certificate in basic computer studies.
• Training on Hospital insurance packages will be an added advantage.
• At least 1 year as a receptionist/front office administrator.

d) KEY JOB REQUIREMENTS

• Honesty, transparency, and integrity
• Excellent customer service skills.
• Effective communication skills - listening, oral and written.
• Good interpersonal skills and a team player.
• Ability to work under pressure with minimum supervision.
• Analytical and decision-making skills.
• Report writing and presentation skills.
• Desire for personal development, improvement, and learning.

If your background, experience and competence match the above specifications, please send us your application (cover letter & CV/Resume) quoting the job title on the email subject (Revenue Officer), your current and expected remuneration, testimonials and full contact details of 3 referees, to careers@premierhospital.org. The application should be received not later than 5.00pm on 1^st December 2025. We shall ONLY accept ONLINE applications. Interviews will be conducted on a rolling basis. Due to the high number of applications, only shortlisted candidates will be contacted

JOB TITLE:  CUSTOMER EXPERIENCE OFFICER

REPORTS TO:  PATIENT RELATIONSHIP OFFICER AND CARE MANAGER

a) JOB PURPOSE

The Customer Experience Officer is responsible for ensuring the efficient operation of Premier Hospital’s customer service functions, delivering exceptional service to patients and visitors, and enhancing overall patient satisfaction. The role involves managing patient flow, handling inquiries, and maintaining high standards of service in line with the hospital's commitment to excellence in healthcare delivery.

b) MAIN DUTIES AND RESPONSIBILITIES

1. Deliver Exceptional Customer Service.
2. Manage the Customer Experience Desk
3. Call Center Operations
4. Outpatient Department Coordination
5. Quality Management System Compliance.
6. Doctor and Room Management
7. Appointment Scheduling and Management
8. Enquiry and Feedback Management
9. Training and Standards Enforcement
10. Patient Orientation and Guidance

c) MINIMUM REQUIREMENTS/ QUALIFICATIONS

• Diploma in Front Office Operations, Hospitality Management, or a related field.
• Formal training in customer service or customer care.
• 2-3 years of experience in a customer-facing role in a busy service environment.
• Experience working in a hospital or healthcare setting is an added advantage

d) PERSONAL CHARACTERISTICS AND COMPETENCIES

• Strong interpersonal and communication skills (both oral and written).
• High levels of empathy, patience, and problem-solving abilities.
• Proficient in handling customer complaints, conflict resolution, and crisis management.
• Excellent time management and organizational skills.
• Ability to think critically and make informed decisions that enhance patient care and service delivery.
• Familiarity with customer experience management trends and tools.

If your background, experience and competence match the above specifications, please send us your application (cover letter & CV/Resume) quoting the job title on the email subject (CUSTOMER EXPERIENCE OFFICER), your current and expected remuneration, testimonials and full contact details of 3 referees, to careers@premierhospital.org. The application should be received not later than 5.00pm on 27^th November, 2025. We shall ONLY accept ONLINE applications. Interviews will be conducted on a rolling basis. Due to the high number of applications, only shortlisted candidates will be contacted.   

JOB TITLE:  PATIENT RELATIONSHIP OFFICER AND CARE MANAGER

REPORTS TO:  MARKETING AND BUSINESS DEVELOPMENT MANAGER

a) JOB PURPOSE

Reporting to the Marketing and Business Development Manager, the candidate will be responsible for ensuring a positive patient experience by managing patient interactions, addressing concerns, and coordinating comprehensive care plans. This role involves acting as a liaison between patients, healthcare providers, and administrative staff to ensure the highest standards of patient care and satisfaction.

b) MAIN DUTIES AND RESPONSIBILITIES

1. Patient Relationship Management:

• Serve as the primary point of contact for patients and their families throughout their care journey.
• Address patient inquiries, concerns, and complaints in a timely and professional manner.
• Build and maintain strong relationships with patients, fostering trust and ensuring a positive experience.
• Monitor patient satisfaction levels and implement strategies to improve the overall patient experience.

2. Care Coordination:

• Develop, implement, and monitor individualized care plans in collaboration with healthcare providers.
• Coordinate patient care activities, including scheduling appointments, follow-ups, and coordinating with specialists.
• Ensure continuity of care by keeping patients informed about their treatment plans and any changes in their care.

3. Communication:

• Act as a liaison between patients, families, healthcare providers, and other hospital departments.
• Facilitate clear and effective communication between all parties involved in patient care.
• Provide patients and families with information about available services, treatment options, and support resources.

4. Documentation and Reporting:

• Maintain accurate and up-to-date records of patient interactions, care plans, and outcomes.
• Prepare reports on patient satisfaction, care outcomes, and other relevant metrics for management review.
• Ensure all patient information is handled confidentially and in compliance with relevant laws and regulations.

5. Patient Advocacy:

• Advocate for patients' needs and rights within the healthcare system.
• Assist patients in understanding their medical conditions, treatment options, and healthcare rights.
• Help patients navigate the healthcare system and access the necessary resources and support.

6. Quality Improvement:

• Participate in quality improvement initiatives aimed at enhancing patient care and experience.
• Identify areas for improvement in patient services and collaborate with other departments to implement changes.
• Monitor and evaluate the effectiveness of care management programs and make adjustments as needed.

7. Education and Training:

• Educate patients and families about their healthcare options, treatment plans, and post-care instructions.
• Provide training and support to healthcare staff on patient relationship management and care coordination best practices

c) MINIMUM REQUIREMENTS/ QUALIFICATIONS

• Bachelor’s degree in nursing (BSN) or equivalent. A master’s degree in healthcare management or a related field is preferred.
• Registered Nurse (RN) with a valid practicing license.
• At least 5 years of experience in nursing and healthcare management, with a focus on patient care and customer service.
• Customer Care training.
• Strong leadership and team management skills.
• Excellent communication and people skills.
• Ability to manage stressful situations and resolve conflicts effectively.
• Proficiency in healthcare management software and systems.
• Knowledge of regulatory requirements and standards in healthcare.

d) KEY JOB REQUIREMENTS

• Patient-Centered Care: Demonstrates a commitment to providing high-quality care and exceptional patient experiences.
• Leadership: Inspires and motivates teams to achieve goals and deliver outstanding service.
• Problem-Solving: Identifies issues and develops effective solutions to enhance patient care and operations.
• Communication: Communicates clearly and effectively with patients, staff, and other stakeholders.
• Adaptability: Adjusts to changing situations and environments with a positive attitude.
• Teamwork: Fosters collaboration and cooperation among team members and across departments.
• Corporate Engagement: Builds and maintains strong relationships with corporate clients and insurance partners.

If your background, experience and competence match the above specifications, please send us your application (cover letter & CV/Resume) quoting the job title on the email subject (PATIENT RELATIONSHIP OFFICER AND CARE MANAGER), your current and expected remuneration, testimonials and full contact details of 3 referees, to careers@premierhospital.org. The application should be received not later than 5.00pm on 27^th November, 2025. We shall ONLY accept ONLINE applications. Interviews will be conducted on a rolling basis. Due to the high number of applications, only shortlisted candidates will be contacted.