Call Centre Officer (Customer Services)
About Kampala Independent Hospital
Kampala Independent Hospital (KIH) is a leading private healthcare institution and part of a multinational healthcare management organisation with operations in London, New York, and Miami, USA. The hospital is dedicated to providing personalised and expert medical care in a clean and modern facility at 869 Naalya Road, Ntinda, Kampala.
KIH delivers exceptional healthcare through advanced medical technology, highly skilled professionals, and a compassionate, team-based approach that prioritises patient safety, dignity, and well-being. Its multidisciplinary teams work collaboratively to ensure accurate diagnosis, effective treatment, and continuous patient support. As part of a global network, KIH has access to advanced 21st-century medical technologies often unavailable elsewhere in the region.
The hospital's physicians, nurses and support staff represent a wide range of medical and surgical specialities and speak more than 50 languages, allowing effective communication with patients from across Uganda, Sudan, DRC, Kenya, Tanzania, Rwanda, Ethiopia and the expatriate community. KIH offers integrated specialist services under one roof — including Gynaecology and Obstetrics, IVF & Fertility, NICU, Plastic Surgery, Hair Transplant, Orthopaedics, Physiotherapy, ENT, Dental, Eye and Cardiology — eliminating unnecessary travel and ensuring faster, coordinated care. Ethical, patient-focused practice, highest standards of hygiene, comfort and compassion define the hospital environment. As a Call Centre Officer, you will be the first point of contact reflecting these values of professionalism, empathy and high-quality service.
Job Details
Role: Call Centre Officer (Customer Services) at Kampala Independent Hospital
Job Purpose: The Call Centre Officer will serve as a key point of contact for customers and patients, providing timely, accurate, courteous, and professional assistance through telephone and other approved communication channels.
Duty Station: Kampala | Kampala — 869 Naalya Road, Ntinda, Kampala, Uganda
Employment Type: Full-time
Industry: Health Care
Work Hours: 8
Base Salary: Not Disclosed
Posted: Tuesday, August 25 2026
Deadline: Tuesday, September 8 2026
Key Duties and Responsibilities
- Receive and respond to customer and patient enquiries.
- Provide accurate information about services, appointments, operating procedures, and other relevant matters.
- Schedule, confirm, reschedule, or cancel appointments as required.
- Handle customer complaints and concerns professionally.
- Escalate complex or sensitive issues to the appropriate department.
- Make follow-up calls to patients and customers where required.
- Maintain accurate records of calls, enquiries, complaints, and resolutions.
- Protect customer and patient confidentiality.
- Meet established service-quality and response-time standards.
- Follow approved call-handling scripts, procedures, and escalation protocols.
- Coordinate with clinical, administrative, and customer-service teams.
- Contribute to improving the overall patient/customer experience.
Qualifications, Skills and Requirements
- Certificate, Diploma, or Bachelor's degree in Customer Service, Business Administration, Communications, Healthcare Administration, or a related field is an advantage.
- Level of Education: Bachelor's degree stated; Certificate/Diploma also considered.
- Previous call centre, healthcare, reception, or customer-service experience is desirable (12 months experience indicated).
- Excellent telephone etiquette and communication skills.
- Strong listening and problem-solving abilities.
- Patient, empathetic, and customer-focused.
- Computer literate with good data-entry skills.
- Ability to work under pressure and handle difficult situations professionally.
Job Summary
- Job Category: Customer Service, Healthcare, Admin & Office
- Job Type: Full-time
- Deadline of this Job: Tuesday, September 8 2026
- Duty Station: Kampala | Kampala
- Posted: 25-08-2026
- No of Jobs: 1