Role overview
What you'll be stepping into
Organisation: Kampala Independent Hospital
Duty Station: Kampala, Uganda
Job Summary: 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.
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 Experience:
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.
How to Apply:
All suitably qualified and Interested applicants should apply online to: ivfteam@kihug.com
Deadline: 8th September 2026
NB: Only shortlisted candidates will be contacted.
How to apply