Customer Care Supervisor – Fast-Track Clinic
King Faisal Hospital Rwanda (KFHR) | Post type: jobs August 22, 2025 - Deadline 02/09/2025 | NumberOfPosition [1]

King Faisal Hospital Rwanda (KFHR) Overview

King Faisal Hospital Rwanda is a multi-specialty quaternary Hospital with a mandate to provide specialized health care in East and Central Africa. For the last 22 years, we have concentrated on clinical excellence, efficiency, and quality in health service delivery.

Position Title: Customer Care Supervisor – Fast-Track Clinic
Department/Unit: Patient Services / Fast-Track Clinic
Reports to: Customer Care Manager
Location: King Faisal Hospital Rwanda, Kigali

Background

King Faisal Hospital Rwanda (KFH) is a leading quaternary teaching hospital in Kigali, Rwanda. The Fast-Track Clinic (FTC) provides streamlined patient care, focusing on efficient consultations, high-quality service, and positive patient experiences.

To ensure smooth clinic operations and excellent service delivery, KFH seeks a dedicated Customer Care Supervisor. This position provides supervision, coordination, and support for staff, patient flow, appointment management, patient feedback collection, and service quality oversight. The role is supportive and operational, without involvement in budget management or strategic decision-making.

Key Responsibilities

Staff Coordination & Roster Management

Monitor and verify that the number of staff on duty aligns with the approved roster.
Maintain accurate and up-to-date roster records for Customer Care staff, cashiers, nurses, and healthcare assistants.
Ensure roster records are properly stored and available for reference during staff compensation and administrative processes.

Patient Feedback Management

Ensure availability and proper use of feedback collection tools for FTC patients.
Collect, analyze, and report patient feedback on a monthly basis.
Participate in biannual patient satisfaction surveys and compile feedback specifically from FTC patients.

Patient Flow & Appointment Management

Remind doctors promptly when patients are waiting in the FTC.
Ensure all patient appointments are honored according to schedule.
Contact patients at least one day prior to their appointments to confirm attendance.

Service Quality Oversight

Monitor the overall service experience within the FTC to ensure it meets clinic quality standards.
Liaise with relevant departments to address service gaps and support improvements.

Qualifications and Requirements

Bachelor’s degree in Hospitality, Healthcare Administration, Business Administration, or a related field.
Minimum of 3 years’ experience in a customer service supervisory role, preferably in a healthcare setting.
Strong leadership and team coordination abilities.
Excellent written and verbal communication skills in English; knowledge of French and local languages is an advantage.
Proficiency in Microsoft Office Suite and basic data analysis.
Ability to manage multiple activities, follow procedures accurately, and maintain attention to detail.
Ability to handle patient concerns with empathy and professionalism.
Ability to work collaboratively with clinicians, administrative teams, and support staff

Interested candidates should submit their CV via this link by

Wednesday, September 02, 2025,23.59 CAT

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