Vacancy title:
Customer Care Officer

[Type: FULL_TIME, Industry: Public Administration, and Government, Category: Management]

Jobs at:
Gasabo District (GASABO )

Deadline of this Job:
Tuesday, July 8 2025

Duty Station:
Gasabo | Gasabo | Rwanda

Summary
Date Posted: Monday, June 30 2025, Base Salary: Not Disclosed

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JOB DETAILS:

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2:Written
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Reports To

Acting Director of Remera Medicalized Health Center
Job responsibilities
 Responsibilities of a Customer Care Officer at a Medicalized Health Center
1. Patient Reception and Guidance
Welcome patients and visitors warmly and guide them through service areas (e.g., consultation rooms, laboratory, pharmacy).

Provide clear instructions on where and how to access services.

2. Handling Patient Inquiries and Complaints
Respond to questions or concerns raised by patients and provide accurate information about health services.

Receive, document, and address complaints or refer them to the appropriate staff or manager for resolution.

Maintain a patient complaints/suggestions register and ensure proper follow-up.

3. Promoting Patient Rights and Responsibilities
Educate clients on their rights and responsibilities, including respect, confidentiality, and procedures for feedback.

Ensure that customer service charters and health center information are visible and accessible.

4. Monitoring Client Satisfaction
Conduct patient satisfaction surveys or exit interviews regularly.

Analyze feedback to identify trends and report findings to health center management for service improvement.

Collaborate in implementing corrective actions based on client feedback.

5. Supporting Effective Communication
Act as a liaison between patients and clinical or administrative staff to ensure clear, respectful communication.

Support translation and explanation of medical or administrative information when needed.

Assist with public announcements, education sessions, or awareness activities in the waiting area.

6. Maintaining a Professional Environment
Promote a culture of respect, privacy, and non-discrimination among staff and clients.

Help ensure the waiting area is orderly, clean, and welcoming.

7. Reporting and Documentation
Prepare regular reports on client feedback, complaints, compliments, and trends.

Support monitoring of client flow and suggest improvements to reduce waiting time or congestion.

8. Collaboration with Health Center Staff
Work closely with the health center head, nurses, data clerks, and social workers to improve patient experience.

Participate in staff meetings, trainings, and planning sessions to promote quality improvement.

 9. Confidentiality and Ethics
Maintain strict confidentiality of patient information and personal concerns shared during interactions.

Uphold ethical standards in all client relations.

10. Support to Health Promotion and Outreach
Help share accurate messages about available services, prevention, and wellness.

Assist with community mobilization or special campaigns (e.g., vaccination, HIV testing).

Work Hours: 8

Experience: No Requirements

Level of Education: bachelor degree

Job application procedure

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