Premier Hospital is a tertiary care facility situated in Mombasa City along Links Road in Nyali area. Since its inception in 2017, the hospital has experienced tremendous growth due to its operating philosophy which is anchored on compassion, care and competence. One of our key area of focus is customer experience. Qualified candidates are hereby invited to apply for the following exciting career opportunities.

JOB TITLE : FACILITY MANAGER

REPORTS TO : OPERATIONS MANAGER

JOB LOCATION : PREMIER HOSPITAL

JOB PURPOSE 

Support the delivery of quality health care by ensuring that Equipment, Plants, Installations and the Facility and Environment of Care are functional, in good working state, and in serviceable conditions at all times.

 MAIN DUTIES AND RESPONSIBILITIES 

• Inspect buildings’ structures to determine the need for repairs or renovations.
• Ensuring that facilities meet government regulations, environmental, health and security standards.
• Development and adherence to an operating budget for the facility.
• Verify equipment and plant specifications against order.
• Undertake (or participate in the installation by suppliers), Commissioning and demonstration of medical equipment.
• Plan for and perform preventive maintenance or service as required by various equipment, facility, installations, and environment of care.
• Test and calibrate components and equipment following manufacturers’ manuals and troubleshooting techniques using hand tools, power tools and measuring devices.
• Inspect and test malfunctioning medical and related equipment following manufacturers’ specifications.
• Disassemble malfunctioning equipment; remove, repair and replace defective parts.
• Develop SOPs, standard guidelines for the department in various sections.
• Support procurement and clinical Departments in recommending equipment specifications and offer technical assistance in selection and sourcing of equipment.
• Cost Management: Ensure proper processes are in place to control costs.
• Participate in the procurement committee/meetings for hospital equipment.
• Perform departmental equipment inventory and submit relevant reports.
• Perform weekly Radom check of medical equipment to ensure that they are safe for use.
• Develop a risk mitigation strategy such as disaster planning, fire drills etc.
• Oversee and supervise team of maintenance technicians and external contractors.
• Any other duties and responsibilities that may be allocated in furtherance of Premier Hospital mandate.

 MINIMUM REQUIREMENTS/ QUALIFICATIONS 

• Minimum education level of Degree in Bio Medical Engineering or related field.
• 3 Years working experience , 1 year in a supervisory role in a busy Hospital Set Up.
• Registered by Association of Medical Engineering of Kenya (AMEK).

 PERSONAL CHARACTERISTICS & BEHAVIOURS

• Strong leadership skills.
• Strong management skills.
• Excellent written and verbal communication skills.
• Ability to communicate with customers and relay correct information.
• Good time management skills
• Ability to work in a fast-paced work environment.
• Analytical skills and precision
• Creativity and critical thinking
• Problem solving and decision-making skills.
• Project Management skills
• Meticulous and logical approach to work
• Ability to work under pressure.
• Organization, time management, and the ability to handle a complex, varied workload.
• Ability to plan, organize, prioritize, and work both collaboratively and independently to meet deadlines.

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 (Facility 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 09^th December 2023. 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 EXECUTIVE

REPORTS TO : MARKETING MANAGER

JOB LOCATION : PREMIER HOSPITAL

JOB PURPOSE 

To ensure smooth floor operations and patient flow within the hospital through the provision of excellent customer experience practices.

 MAIN DUTIES AND RESPONSIBILITIES 

• Ensuring every customer of Premier Hospital receives the Premier Experience.
• Educate colleagues on the various ways to humanize patient experience based on feedback from individual patients and their families.
• Develop decision support reports using findings from analysis of trends in complaints to mentor individuals and departments to develop appropriate service action plans.
• Developing customer experience reports that will assist the hospital management in decision making processes.
• Manning the customer experience desk, handling inquiries and information management in line with customer requirements.
• Handling customer complaints to completion in-line with the hospital Customer Experience policy.
• Consult, collaborate and cooperate with departmental heads to improve the quality, effectiveness and efficiency of customer experience, with the aim of achieving and sustaining world-class levels of Customer Experience.
• Responsible for facilitation of smooth operations in the Outpatient Department ensuring a “conveyor-belt” like, cyclical movement of patients in the shortest time possible.
• Ensuring the accurate use and compliance of QMS throughout the hospital.
• Benchmark customer experience practices with world class organizations.
• Ensuring smooth organization and coordination of consultant clinics within the hospital alongside the Clinic Coordinator.
• Conducting regular ward rounds in conjunction with other team leaders to interview patients, inquire about their respective experiences’ and address any matters that may require immediate attention.
• Developing the monthly customer experience staff Rota’s and duties.
• Ensuring the hospital’s customers’ best interests are upheld at all times within the policies and framework of the hospital through regular interactions with them.
• Overseeing the overall operations of all functions related to customer experience throughout the hospital including but not limited to the CX desk, Switchboard, Concierge function, feedback mechanisms, customer complaints, departmental meetings and staff performance appraisals.
• Ensure training of all hospital staff on customer experience.
• Advising the hospital management on matters pertaining to customer experience.
• Ensuring the continuous improvement of customer experience standards throughout the hospital.
• Representing the (hospital) customer experience department in various internal and external forums.
• Any other duties and responsibilities that may be allocated in furtherance of Premier Hospital mandate.

 MINIMUM REQUIREMENTS/ QUALIFICATIONS 

• Minimum education level of Diploma/Degree in hospitality or related field.
• Customer Care training.
• 3 Years working experience , 1 year in a supervisory role.

 PERSONAL CHARACTERISTICS & BEHAVIOURS

• Customer experience training and excellent customer handling skills.
• Strong leadership skills.
• Strong management skills.
• Strong possession of general knowledge and current affairs.
• Excellent written and verbal communication skills.
• Ability to communicate with customers and relay correct information.
• Ability to plan and build strong teamwork, work under pressure to maintain excellent customer experience.
• Excellent problem solving and negotiating skills.
• Excellent critical thinking skills.
• Excellent decision-making skills with creative ideas that are customer friendly and in line with hospital CX goals. 

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 Executive), 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 09^th December 2023. 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.