Call Center Assistant

About the role

The Call Center Assistant will be the primary telephone contact for AIC-CURE Children's Hospital of Kenya, handling inbound calls, responding to general inquiries, and ensuring no call goes unanswered. This role supports patient communication and coordinates with various hospital departments.

Key responsibilities

• Answer all incoming calls to the hospital and act as the frontline point of contact.
• Provide direct responses to general queries about services, clinic schedules, locations, visiting hours, and patient care pathways.
• Manage text message correspondence with patients and partners.
• Transfer calls requiring specialised attention to the appropriate department (e.g., Billing, Social Work, Wards, Booking).
• Maintain detailed logs of incoming calls, including call volume, nature, resolution status, and transfer details.
• Record metrics for transferred calls and monitor whether they are picked up.
• Log out‑of‑hours missed calls and execute mandatory call‑back protocols within established timeframes.
• Track call‑back activities, noting date, time, original call nature, and outcome.
• Conduct outbound follow‑up calls to patients as assigned by the Business Development Manager.

Required profile

• Strong communication skills with a courteous telephone manner.
• Ability to work accurately under pressure and manage multiple calls simultaneously.
• Attention to detail for logging and tracking call information.
• Team‑oriented attitude with willingness to coordinate with various hospital departments.

Required skills

• Proficiency in using telephone systems and call‑logging software.
• Basic computer literacy for data entry and record‑keeping.