Customer Care Supervisor – Fast-Track Clinic at King Faisal Hospital Rwanda Foundation (KFHRF)

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.

itiative, and willingness to learn are valued.

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.

Interested candidates should submit their CV via this link