Supervisor- New Patient Experience and Enrolment (Customer Services)
About Kampala Independent Hospital
Kampala Independent Hospital (KIH) is a leading private healthcare institution based at 869 Naalya Road, Ntinda, Kampala, and part of a multinational healthcare management organisation with operations in London, New York, and Miami, Florida, USA. KIH is dedicated to providing personalised and expert medical care in a clean and modern facility, with a focus on patient-centered care and a welcoming environment where health and well-being are top priorities. As part of a multinational network, KIH has access to advanced 21st-century medical technologies and a diverse, multidisciplinary team of physicians, nurses and support staff speaking more than 50 languages. All physicians and consultants are salaried to ensure ethical, patient-focused decisions based solely on patient needs. For a Customer Services role, this context is key: the New Patient Experience and Enrolment function is central to KIH's commitment to compassionate, high-quality, and culturally sensitive care from admission to discharge.
Job Details
The Supervisor will oversee the new-patient experience and enrolment process, ensuring that patients are welcomed, registered, guided, and supported through a smooth and professional onboarding experience.
- Company: Kampala Independent Hospital (KIH)
- Location / Duty Station: Kampala - Kampala
- Industry: Health Care
- Employment Type: Full-time
- Work Hours: 8
- Base Salary: Not Disclosed
- Date Posted: Tuesday, August 25, 2026
- Deadline: Tuesday, September 8, 2026
- Address: 869 Naalya Road Ntinda, Kampala (Phone: +256 703555267 / +256 780723494, Email: customer.services@kihug.com)
Key Duties and Responsibilities
- Supervise the new-patient enrolment and registration team.
- Ensure patients receive a welcoming, efficient, and professional experience.
- Coordinate patient registration, verification, onboarding, and orientation processes.
- Ensure accurate collection and entry of patient information.
- Monitor waiting times and identify opportunities to improve patient flow.
- Resolve escalated patient enquiries and service complaints.
- Train, coach, and support customer-service/enrolment staff.
- Monitor staff performance against service standards and targets.
- Prepare reports on enrolment numbers, customer feedback, service performance, and operational challenges.
- Coordinate with clinical, billing, records, call-centre, and other departments to resolve patient issues.
- Ensure patient information is handled securely and confidentially.
- Identify gaps in the patient journey and recommend improvements.
- Support implementation of customer-service and patient-experience initiatives.
- Ensure compliance with organizational policies and applicable healthcare requirements.
Qualifications, Skills and Requirements
- Diploma or Bachelor's degree in Healthcare Administration, Business Administration, Customer Experience, Public Relations, Communications, or a related field.
- Previous experience in healthcare customer service, patient registration, enrolment, reception, or a similar environment.
- Supervisory or team-leadership experience is an advantage.
- Excellent communication and interpersonal skills.
- Strong organizational and problem-solving abilities.
- Good knowledge of customer-service principles and patient experience.
- Computer literacy and ability to work with patient-management or CRM systems.
- Strong leadership, coaching, and conflict-resolution skills.
- High level of professionalism, confidentiality, empathy, and integrity.
- Experience: 12 months (1 year) required
- Level of Education: Diploma / Bachelor degree
Job Summary
- Job Category: Healthcare, Customer Service
- Job Type: Full-time
- Duty Station: Kampala | Kampala
- Deadline of this Job: Tuesday, September 8, 2026
- Posted: 2026-08-25
- No of Jobs: 1