• Customer Care Intern

EDUCATION AND EXPERIENCE

• Bachelor’s degree in Hospitality Management, Travel and Tourism Management,

Marketing, Sales, Public Relations, Communication, Journalism, HealthcareManagement and other Business-related courses.

• Fresh graduates and candidates with zero professional work experience are encouraged
• No prior professional work experience is required.
• The internship is designed to provide practical exposure and develop the skills required to work in customer service and patient-facing roles.

SKILLS AND ABILITIES

• Strong interpersonal and communication skills.
• Excellent customer service and patient-care skills.
• Ability to communicate professionally and courteously with patients, colleagues, and clinical staff.
• Strong listening and problem-solving skills.
• Good organizational skills and attention to detail.
• Ability to handle patient inquiries, complaints, and feedback professionally.
• Ability to work effectively as part of a team.
• Patient, empathetic, respectful, and service-oriented attitude.
• Willingness to learn and develop professionally.
• Fluency in English, French, and Kinyarwanda.

• Manage patient appointment scheduling accurately in the Hospital Management Information System (HMIS).
• Ensure patients are booked with the appropriate doctors and clinics based on their needs.
• Maintain constant communication with patients, other customer care staff, and clinical
• staff to ensure smooth patient flow through the department and proactively inform patients of any anticipated delays.
• Log and track all patient complaints and feedback to identify bottlenecks and service gaps for corrective action.
• Maintain a thorough understanding of the functions and operations of all hospital departments.

Demonstrate strong knowledge of hospital policies and procedures governing access to care.

• Conduct proper patient orientation and guide patients within the hospital facility.
• Participate in patient waiting time surveys and service improvement initiatives.
• Strictly adhere to all Health and Safety policies and procedures.
• Ensure compliance with Infection Prevention and Control (IPC) policies and procedures.
• Participate in the patient satisfaction survey, as well as the annual fire, emergency evacuation, and safety drills for patients and personnel.