JOB DESCRIPTION
Job Title:          Client Service Attendant
Reports to:      Client Engagement Manager
Department:   Clinical Operations
Location:          Ngong Rd & Ruaka Branch
Role:                  Part-time

Job Purpose:
A Client Service Attendant will responsible for interacting with customers and clients to provide support, information, and solutions, often acting as the first point of contact for inquiries and complaints. 

About Jacaranda Maternity
Jacaranda Maternity is redesigning the future of healthcare in East Africa for the patients who need it most. Our hospital in Nairobi is changing the way maternal healthcare is provided by developing better ways to provide high-quality, patient-centered maternity care at affordable prices. Currently, we see over 3,000 clients a month. We have won global and local recognition, including from the Centre for Health Market Innovations, the Gates Foundation, Savings Lives at Birth, and Innovations in Healthcare – and our facility has been independently rated as among the highest quality in Kenya.

We have big ambitions and require a Client Service Attendant at our hospital. Reporting to our Client Engagement Manager, you will take on responsibility of delivering quality customer service and maintaining superior patient satisfaction. 

Will you join us and help transform maternal and new-born health care in East Africa?
 

Duties and Responsibilities Client Observation & Presence Maintain visible, approachable presence in OPD waiting areas; Be aware-based on information from reception and client themselves, of what people are waiting for, if they are in a hurry, if they are new, etc; Monitor client flow and identify signs of discomfort/ unhappiness; Client Engagement Greet all clients warmly and introduce self as their point of contact; Offer clear, polite explanations of wait times, next steps, etc; Reiterate key information as needed (packages prices, cost of care, timings of clinics etc); Answer basic questions, however escalate to appropriate staff when unsure;  Enhance the Client Experience Proactively check in with waiting clients every 15–20 minutes; Identify and assist clients who appear lost, anxious, or underserved; Advocate for clients needing special attention (e.g., elderly, disabled, postpartum); Ensure signage, queue systems, and instructions are visible and understood; Follow up with referred clients from the facility to another facility; Assist in making EDD calls; Issue inpatient feedback forms in the morning; Issue outpatient feedback forms and encourage clients to scan QR codes; Give hospital tours to clients; Liaise with the Manager and the inpatient team to follow up with Clients who have had emotional experiences like miscarriages, still births etc and forward for VIP management and counseling;  Environment & Comfort Monitor cleanliness and seating availability in waiting areas; Highlight any infrastructural facility issues (broken or non working items); Offer water or comfort items (if available) to clients in extended wait;  Reporting & Feedback Log daily observations and client concerns in designated format; Flag recurring issues or bottlenecks; Any other assigned duty. Expectations Friendly, calm, and professional demeanor at all times; Strong verbal communication in English and Kiswahili; Willingness to ask for help when unsure and escalate appropriately; Commitment to client dignity, privacy, and respectful service; Punctuality and consistency in presence and engagement. Qualifications Diploma in Business Administration/Management, Secretarial studies or any related field from a recognized institution (preferably with medical background); At least 3 years in a busy healthcare facility managing patient flow; Computer skills including the use of MS Office required, and comfort with using new computer tools.