SUPERVISOR – NEW PATIENT EXPERIENCE & ENROLMENT
Customer Services
Job Purpose
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 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
- 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.
Vacancy title:
Supervisor- New Patient Experience and Enrolment (Customer Services)
Jobs at:
Kampala Independent Hospital
Deadline of this Job:
Tuesday, September 8 2026
Duty Station:
Kampala | Kampala
Summary
Date Posted: Tuesday, August 25 2026, Base Salary: Not Disclosed
JOB DETAILS:
SUPERVISOR – NEW PATIENT EXPERIENCE & ENROLMENT
Customer Services
Job Purpose
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 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
- 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.
Work Hours: 8
Experience in Months: 12
Level of Education: bachelor degree
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