The Nairobi Hospital, a leading healthcare institution in Eastern Africa has an excellent
career opportunity for an individual who possess a passion for excellence, strong work
ethic, results-oriented and is committed to continuous improvement. The successful
candidate will be a team player with the ability to effectively add value to enabling
good patient outcomes and shape best clinical and non-clinical practice in line with our
Strategic Plan (2025-2029).
Telephone Operator REF: TNH/HRD/TO/01/2025
The overall purpose of this job is to receive in bound calls, attend to customer request/
enquiries, escalate and follow up issue resolution with relevant departments in a timely
manner to ensure delivery of quality customer service.
ROLES AND RESPONSIBILITIES
a) Receive and attend to general enquires from callers on the hospital’s general lines
and provide information on the hospital’s products and services;
b) Receive, document and escalate client complaints to relevant departments and
follow up in order to provide timely feedback;
c) Receive and transfer incoming and outgoing calls on the hospital’s general lines in
a timely manner;
d) Monitor and report telephone line outages or faults and follow up with service
providers to ensure timely restoration of services;
e) Generate monthly telephone bills and dispatch to respective heads of department
for further action;
f) Generate, update and maintain the extension directory for the main hospital and
outpatient centre;
g) Operate the hospital’s bulk SMS platform and train staff on its use;
h) Monitor and report faults on the telephone infrastructure in the main hospital and
outpatient centres in collaboration with IT department;
i) Operate the television services for the main hospital and outpatient centres and
report any malfunction to maintenance department
j) Respond to alarms in collaboration with the security department in line with
disaster management protocols;
k) Process payments for DSTV, SMS, telephone and scratch cards among others
periodically in line with requirements; and
l) Any other responsibilities that may be assigned to the job holder by the supervisor
from time to time.
Occasional duties:
The job holder may be called upon to:
a) Participate in streamlining the discharge process in collaboration with other
departments.
b) Sit in the food safety management committee.
Occasional duties:
The job holder may be called upon to:
a) Act as team leader on a rotational basis during work shifts.
Knowledge, experience and qualifications required
Occupational Certificate in Telephone Operations / PABX ;
Diploma in Front Office Operation / Customer Care / Public Relations /
Communication / Hospitality Management from an accredited institution;
At least 2 years’ experience in a similar capacity;
Competencies
Technical & Behavioural competencies
Shown merit and ability as reflected in work performance and results.
Confidentiality and Integrity;
Proficiency in Computer Applications;
Team player with excellent interpersonal skills;
Good Communication Skills;
Self-Motivated;
Attention to Detail;
Adaptability and Reliability
Able to work quickly and accurately
Able to help customers in a friendly and efficient manner
Keyboard skills are an advantage, as is proficiency in a second language for
some positions
Ability to express courtesy, tact and discretions
Ability to establish and maintain positive and cooperative working
relationships with those contacted in the work at all levels with a focus on
quality service to internal and external customers
If your background, experience and competence match the above specifications, please
send us your application (cover letter & CV/Resume) quoting the job reference number
and full contact details of 3 referees, to reach the undersigned not later than 24 January
2025. Only shortlisted candidates will be contacted. We shall ONLY accept ONLINE
applications and contact SHORTLISTED candidates.
The Nairobi Hospital does NOT charge recruitment fees.
Director, Human Resources & Operations
The Nairobi Hospital
P. O. Box 30026 – 00100
NAIROBI
Email: [email protected]
