Customer Service Officer (Kingston, Jamaica) - UHWI

Applications are invited from suitably qualified persons to fill the positions of Customer Service Officer GNG/AM 3) at the University Hospital of the West Indies.

Summary of Duties:

Under the general direction of the Senior Customer Service Officer and Manager Customer Care, the incumbent is responsible for:

• Providing information to patients and relatives on registration procedures after triage and clarifying the treatment process
• Explaining to patients/relatives why patients with non-emergencies cannot receive immediate attention
• Ensuring confidentiality when dealing with patients and/or their relatives and friends
• Maintaining efficiency standards set by the hospital in relation to the delivery of patient care
• Acting as a liaison to collaborate activities and coordinate information between the medical, nursing staff and relatives, in order to ensure that there is understanding between all concerned
• Assisting patients who are alone to contact relatives/friends by telephone
• Helping patients who are unable to pay for treatment to negotiate with Medical Records Officer regarding payments
• Re-enforcing or simplifying instructions to patients/relatives where necessary
• Assisting family members/relatives with the emotional aspects of trauma and to make practical decisions in case of immediate crisis
• Ensuring that patient service standards are maintained at the highest possible levels of customer satisfaction

Minimum Required Education and Experience:

• Diploma in Management Studies, Social Work Public Administration or Business Administration
• Certificate in Customer Service
• Three (3) years experience in a similar capacity
• Thorough  knowledge of operational processes and procedures of a hospital would be an asset

Applications accompanied by resumes should be submitted no later than May 17, 2024 to the:

Human Resource Management & Development,

University Hospital of the West Indies,

Mona, Kingston 7,

or email: HRD@uhwi.gov.jm