City Eye Hospital- Nyeri – Customer Care Representative.

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About Us

City eye hospital is a social venture that provides quality and affordable eye care to people living in Kenya and is a member of the ACCESS eye hospital network in Sub-Saharan Africa. We are a dedicated, dynamic, and experienced team of eye care professionals.

We are looking forward to onboard top, reliable and unique talent to support our venture of offering unmatched eye care services in line with our core values; God, People and Excellence. We have exciting career opportunities as detailed below.

Vacancy Details

Our Ref:


Terms of Engagement







Customer Care Representative

Place of work:

City Eye Hospital- Nyeri





Reporting to:

Front Office Coordinator

No. of Vacancies






Main Purpose of the Role

The incumbent shall be responsible for receiving patients at the reception, bill patients for services required, manage appointments and respond to queries as appropriate.

Key Responsibilities

Driver Duties

  1. Receive and welcome clients at the front office and determine their needs.
  2. Direct clients to service points as appropriate.
  3. Answer promptly incoming calls, assisting the caller or directing them as appropriate.
  4. Register patients into the Hospital Information Management and the ERP systems.
  5. Generate the patients’ files through the EMR system.
  6. Review patients’ notes to determine appropriate service sought.
  7. Schedule appointments for patients and ensure that details are well communicated to them, verbally and through their appointment cards.
  8. Bill patients for consultation and ensure that the payments are received through Mpesa or the banking system.
  9. Carry out reconciliations for all the monies received and sharing the reports of the same at the end of the day with the Operations Officer.
  10. Provide feedback to the Front Office Coordinator on company policies and procedures, and constantly look out for potential changes which could improve operational efficiency at the Front Office.
  11. Take part in company projects and/or any other duties as assigned by your Line Manager, or any other person placed in authority over you.

Knowledge and Experience Required

  • Diploma or higher in any business-related field or social sciences.
  • Certificate in Front Office/Customer Care Management/ Client Relations/ Public Relations shall be an added advantage
  • 2 years’ experience in a similar role.
  • Must be computer literate
  • Previous working experience with Hospital information Management and ERP systems shall be an added advantage.

Key Skills and Competencies Required

  • Attention to detail.
  • Excellent Interpersonal communication and Customer Care Skills.
  • Strong communication skills and the ability to converse in the local dialect
  • Ability to work well under pressure and thrive in a fast-paced medical environment.
  • Willing to contribute to areas beyond formal job description
  • Willingness to work a variety of hours as the business demands, including occasionally late nights.
  • Able to and willing to work in Nyeri and/or any other place that they may be deployed within Kenya.
  • Ability to work effectively both independently and as part of a team.
  • Demonstrated ability to uphold and align oneself with the core values of city eye hospital.

Application Criteria

Interested and qualified candidates to make their applications through careers@cityeyehospital.or.ke with the subject being “Customer Care Representative- Nyeri” – CEH/HR/REC/014/2022’’. These should reach us on or before 24th June 2022.

The application must include;

  1. An up-to-date CV, not more than 4 pages long, with the current and expected remuneration indicated in the CV.
  2. A one-page document in PDF format explaining how their personality aligns to the core values of City Eye Hospital.

We are committed to grant you a great applicant’s experience, and we do not discriminate against gender, religion, marital status or any other diversities. All applications shall be accorded due consideration but due to the high volume of the same that we receive, we shall only be able to contact the shortlisted candidates. Applicants who fail to adhere to the application criteria indicated and do not meet the qualifications highlighted shall automatically be disqualified




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