Customer Care Assistant (St. Ann, Jamaica) - North-East Regional Health Authority

 

The North-East Regional Health Authority, a statutory body under the Ministry of Health & Wellness with responsibility for the management and delivery of health care and public health services within the parishes of St. Ann, St. Mary and Portland, is seeking dynamic, proactive and forward-thinking individuals to fill the position of Customer Care Assistant (GMG/AM 1) at the Regional Office.

Summary:

Reporting to the Manager, Customer Service, the incumbent is responsible to assist the general public in all
aspects of their interaction with the Organization as the first line of contact to assist with customer inquiries
and complaints and interact with customers to provide and process information.
Qualifications & Experience:

• Diploma in Management Studies with two (2) years’ experience in a similar role.

OR

• At least five (5) subjects at the CXC General proficiency/GCE O ’levels including English Language and a numeric subject.
• Three (3) years’ experience in a similar field

Specific Knowledge Required:

• Knowledge of Customer Service, telephone ethics and techniques.
• Knowledge of Office Management and Ethics
• Switch Board Operating Skills
• Knowledge of the MDA’s policies and procedures
• Strong customer service orientation
• Good oral and written communication skills
• Good time management skills

Key responsibilities will include but are not limited to:

• Accurate Telephone/Visitors’ Register maintained on a daily basis
• Record and research of customers’ enquiries submitted within stipulated timeline
• Complaints Register submitted, indicating timely log and routing to the appropriate officer in a timely manner
• Log of customer calls received and made in accordance with GOJ/MDA’s Citizen Charter, submitted within the stipulated timeline.
• Information researched and disseminated accurately and in a reasonable time frame
• Reports submitted indicate new systems, procedures and working practices implemented accurately in accordance to established format

REMUNERATION PACKAGE PER ANNUM:
Salary Scale: $1,439,455– $1,935,907 per annum

Applications along with detailed resume should be sent no later than Friday, 2024 June 21 to:

The Director,
Human Resource Management & Development
North-East Regional Health Authority
34-38 Ocean Village Shopping Centre, Ocho Rios
St. Ann.
E-mail: jobs@nerha.gov.jm or Fax: (876) 795–2747

WE THANK ALL APPLICANTS FOR RESPONDING, HOWEVER, ONLY SHORT-LISTED APPLICANTS WILL BE ACKNOWLEDGED.

Customer Care Assistant (Manchester, Jamaica) - Manchester Health Department

 The Southern Regional Health Authority (SRHA), a Statutory Body under the Ministry of Health & Wellness responsible for the management and operation of Public Health Services within the Parishes of Clarendon, Manchester and St. Elizabeth, invites applications from suitably qualified persons for the following position at Manchester Health Department:

CUSTOMER CARE ASSISTANT (GMG/AM 1- Pay Band 3)-VACANT

Salary range $1,439,455 – $1,935,907 per annum and any allowance(s) attached to the post.

Job Summary
To provide frontline service at the health centre in accordance with established standards. This position provides a medium through which relations between internal and external clients are realized in keeping with service level agreement and the Government of Jamaica Citizens Charter. It is also responsible for collecting and providing client related information and providing direct assistance to clients accordance with established standards.

Qualifications & Experience:

• Four (4) GCE O’ Level/CXC subjects inclusive of English Language and Mathematics
• Training in Customer Service and Emotional Intelligence

Required Knowledge, Skills and Competencies:

• Working knowledge of public health centre systems and practices
• Excellent knowledge of customer service principles and guidelines & Customer Charter
• Ability to develop and maintain positive and cooperative working relationships
• Excellent oral and written communication skills
• Knowledge of Government guidelines as it relates to procedures (Service Excellence Policy)
• Well-developed human relations and emotional intelligence skills
• Knowledge of Microsoft Word and Excel
• Excellent time management skills
• Security conscious, flexibility and confidentiality
• Problem solving skills

Key Responsibilities will include:

• Greeting and interacting with patients/relatives and visitors to the Health Centre.
• Collecting personal information from client and log onto the prescribed forms and systems.
• Assigning patient number to client, distribute patient services card and refer to triage nurse for the completion of vital signs.
• Displaying compassionate support to all patients regardless of their situation
• Reporting serious challenges to your Supervisor in a timely manner.
• Referring patients showing signs of deteriorating health and/or excruciating pain to clinical personnel for intervention.
• Monitoring waiting time of patients in assigned areas and intervene where possible.
• Keeping patients informed of possible causes of extended waiting hours as directed.
• Disseminating questionnaires to solicit feedback on the services offered.
• Influencing customer service interaction by displaying and maintaining professionalism and courtesy to all.
• Communicating relevant information; provide correct and adequate responses to questions and queries and direct clients to respective service areas in the Hospital.
• Logging client complaints and refer for the appropriate resolution.
• Identifying patients with special needs and informs Supervisor accordingly for intervention.
• Assisting members of staff who need clarification on services and ensure compliance with the regulations.
• Alerting the security guards to any unusual or suspected unsafe situations that may be observed.
• Identifying problems within scope of responsibility in the shortest possible time and refer those outside of scope of responsibility to the Supervisor.

Applications along with resume should be sent no later than Wednesday, May 22, 2024 to:
The Senior Human Resource Officer
Manchester Health Department
5-7 Ward Avenue
Mandeville
Manchester
E-Mail – mhdhrdepartment@gmail.com
**PLEASE INDICATE IN THE ‘SUBJECT LINE’ THE NAME OF THE POSITION TO WHICH YOU ARE APPLYING**

NB. ONLY SHORTLISTED APPLICANTS WILL BE ACKNOWLEDGED.

Customer Care Assistant (St. Elizabeth, Jamaica) - St. Elizabeth Health Services (SRHA)

 

The Southern Regional Health Authority (SRHA), a Statutory Body under the Ministry of Health & Wellness responsible for the management and operation of Public Health Services within the Parishes of Clarendon, Manchester and St. Elizabeth, invites applications from suitably qualified persons for the following position in the ST. ELIZABETH HEALTH SERVICES: CUSTOMER CARE ASSISTANT (GMG/AM 1) (Salary range $1,439,455 - $ 1,935,907 per annum and any allowance (s) attached to the post)

Job Summary:
Under the general supervision of the Parish Administrative Officer, the incumbent operates multi-line telephone system to answer incoming calls, directs callers to appropriate personnel; receive, log and distributes incoming mail to the various department; provide information/guidance to clients/visitors.

Qualification and Experience:

• Minimum five (5) subjects at CXC/GCE O'Level inclusive of English Language.
• Training in switchboard operating techniques.

Plus

• A minimum of two (2) years’ experience in PBX operations.

Key Responsibilities:

• Receives incoming telephone calls, determines purpose of calls, and forward calls to appropriate personnel or department.
• Place outgoing calls; ensure that a log is kept of all mobile and overseas calls.
• Welcomes on-site visitors, determines nature of business, and announces visitors to appropriate personnel.
• Answers questions about the organization and provides callers with address, directions, and other information.
• Receive, log and distribute incoming mail/documents to the relevant departments.
• Hold outgoing mail/documents to be collected. Ensure that log is signed.
• Type miscellaneous documents for the department.
• Operate the electronic door.
• Ensure that the furniture in the lobby are neatly arranged and the area is kept tidy and inviting.

Specific Knowledge/Skills Required:

• Working knowledge of office procedures
• Must be polite and courteous while answering the phone
• Active listening skills
• Well developed human relations skills.
• Good oral communication skills.
• Good time management skills.
• PC operating skills (spreadsheets, word processing, and/or other data base applications).

Applications along with resume should be sent no later than April 15, 2024 to:

The Senior Human Resource Officer
St. Elizabeth Health Department
1 Brigade Street
Black River, St. Elizabeth

E-Mail – sehdpersonneldept@gmail.com

NB. ONLY SHORTLISTED APPLICANTS WILL BE ACKNOWLEDGED.

Customer Care Assistant (Manchester, Jamaica) - Mandeville Regional Hospital

The Southern Regional Health Authority (SRHA), a Statutory Body under the Ministry of Health & Wellness responsible for the management and operation of Public Health Services within the Parishes of Clarendon, Manchester and St. Elizabeth, invites applications from suitably qualified persons for the following position at the Mandeville Regional Hospital: CUSTOMER CARE ASSISTANT (GMG/AM 1) Vacant (Salary range $1, 272,269 – $1,711,060 per annum and any allowance(s) attached to the post).

Job Summary:
Under the direct supervision of the Administrative Assistant, the Customer Care Assistant is responsible to provide frontline service at the hospital in accordance with established standards. This position provides a medium through which relations between internal and external clients are realized in keeping with service level agreement and the Government of Jamaica Citizens Charter.

Qualifications and Experience:

• Four (4) GCE O’Level, CXC subjects at the standard acceptable grades inclusive of English Language and Mathematics
• Training in Customer Service and Emotional Intelligence

Required Knowledge, Skills & Competencies:

• Excellent interpersonal and customer service skills
• Good hearing and listening skills
• Patient and possesses a pleasing personality
• Well-developed human relations skills
• Good knowledge of telephone procedures
• Good knowledge of mission, roles, responsibilities of the organization and services offered
• Knowledge of reference materials and telephone files

Key responsibilities will include:

• Greeting and interacting with patients/relatives and visitors to the Hospital.
• Using the buzzer system to let in and out clients when they access the Administrative building.
• Assisting with the distribution of stationary as per procedure.
• Assisting with copying documents for clients.
• Collecting personal documents and information from clients and log onto the prescribed forms and systems.
• Assigning patient number to client, distributing patient services card and referring to triage nurse for the completion of vital signs.
• Logging patients in the order in which they arrive and referring special cases to the Triage Nurse for action.
• Remaining calm and enthusiastic at all times.
• Referring to the patient by his/her name after it is asked for and given to you.
• Listening keenly and carefully to patients.
• Displaying compassionate supports to all patients regardless of their situation.
• Reporting serious challenges to your Supervisor in a timely manner.
• Referring patients showing signs of deteriorating health and/or excruciating pain to clinical personnel for intervention.
• Monitoring waiting time of patients in assigned areas and intervening where possible.
• Communicating to the patients as to the modus operandi of the assigned area as it relates to how patients are seen.
• Keeping patients informed of possible causes of extended waiting hours as directed.
• Disseminating questionnaires to soliciting feedback on the services offered.
• Influencing customer service interaction by displaying and maintaining professionalism and courtesy to all.
• Communicating relevant information; providing correct and adequate responses to questions and queries and direct clients to respective service areas in the Hospital.
• Logging client complaints and refer for the appropriate resolution.

SPECIAL CONDITIONS ASSOCIATED WITH THE JOB

• The incumbent will be required to work in a hospital environment beyond normal hours when the need arises.
• Latitude to rotate within the Customer Service Unit which operates on a three-shift system.

Applications along with resume should be sent no later than March 11, 2024 to:

Senior Human Resource Officer,

Mandeville Regional Hospital,
32 Hargreaves Avenue,
Mandeville P.O., Manchester.

FAX (876) 625-8493

E-Mail – mrhpersonnel32@gmail.com

NB. ONLY SHORTLISTED APPLICANTS WILL BE ACKNOWLEDGED.

Senior Customer Care Officer (Manchester, Jamaica) - Percy Junor Hospital (SRHA)

The Southern Regional Health Authority (SRHA), a Statutory Body under the Ministry of Health & Wellness responsible for the management and operation of Public Health Services within the Parishes of Clarendon, Manchester and St. Elizabeth, invites applications from suitably qualified persons for the following position at PERCY JUNOR HOSPITAL: SENIOR CUSTOMER CARE OFFICER (GMG/AM 4)- VACANT (Salary range $2,478,125 –$3,332,803 per annum and any allowance(s) attached to the post).

Job Summary:

Under the direction of the Chief Executive Officer, the Senior Customer Care Officer will be responsible for
coordinating and facilitating the value chain elements of Direct Customer Interface, Complaints Management, Service Delivery Operations, Service Awareness Creation and Service Expectation Identification.

Qualifications and Experience:

• Bachelor’s Degree in Business Administration or Management or related field
• At least two (2) years’ experience in Customer Service.
• Experience in outreach work
• Experience in hospitality and help desk environments
• Experience in conducting research and analysing information
• Strong training & facilitation skills.

OR

• Associate’s Degree in Business Administration or Management or related field
• At least four (4) years’ experience in Customer Service.
• Experience in outreach work
• Experience with call centres and help desk environments
• Experience in conducting research and analysing information
• Strong training & facilitation skills.

Specific Knowledge Required

• Knowledge of hospital care operations, systems, practices and linkages
• Knowledge of Government guidelines as it relates to procedures in health
• Excellent knowledge of customer service principles and guidelines
• Knowledge of the history, vision and goals of the organization
• Knowledge of the current trends and development in the health sector

Required Skills & Specialized Techniques

• Strong communication abilities in the oral and written formats
• Excellent customer service and problem-solving skills
• Proven time management skills
• Ability to work on own initiative
• Security conscious, flexibility and confidentiality
• Well-developed human relations and emotional intelligence skills

Key responsibilities will include:
Management/Administrative Responsibilities

• Ensures the health insurance billing process works effectively and implement effective measures for
• improvement.
• Implements creative ways of passing on information about health whilst patients wait for service.
• Monitors the E-triaging system and intervenes as is necessary.

Human Resource Management Responsibilities

• Assists in interviewing and selecting candidates for Customer Care Staff.
• Continually motivates members of his/her staff in order to ensure a high level of efficiency.
• Provides advice and guidance to customer service staff in undertaking their respective tasks.
• Coordinates and monitors the outreach work of the Customer Care Unit.

Technical/Professional Responsibilities

• Maximizes customer operational performance by monitoring help desk resources and technical advice;
• resolving problems; disseminating advisories, warnings, and new techniques.
• Develops, recommends and implements new systems, procedures or working practices to improve
• customer service efficiency.
• Assists with the development of the hospital’s Mystery Shopper Programme and implements it in
• accordance with guidelines.
• Develops, collates and distributes Customer Service publications and articles.
• Ensures timely updates of the hospital’s initiatives and highlights on the Customers’ Notice Board.

Applications along with resume should be sent no later than FEBRUARY 05, 2024 to:
The Assistant Human Resource Officer,
Percy Junor Hospital,
Spalding P.O.,
Clarendon,
E-Mail – junorpercy60@gmail.com

NB. ONLY SHORTLISTED APPLICANTS WILL BE ACKNOWLEDGED.

Customer Care Officer (St. Elizabeth, Jamaica) - Southern Regional Health Authority

 Location: Black River, St. Elizabeth | Black River Hospital

Salary and benefits: $1,984,305 - $2,668,670 per annum 

Customer Care Officer (GMG/AM 3)

The incumbent, overseen by the Senior Customer Care Officer, collects client information, provides direct assistance, and maintains client relations per service agreements and the Government of Jamaica Citizens Charter.


Job Purpose

Under the general supervision of the Senior Customer Care Officer the incumbent will be responsible for collecting and providing client related information and providing direct assistance to clients in accordance with established standards. The incumbent will facilitate a medium through which relations between internal and external clients are realized in keeping with service level agreement and the Government of Jamaica Citizens Charter.

Qualifications and Experience:

• Diploma in Management Studies, Public Administration, Personnel Management, Business Administration or equivalent
• At least two (2) years in Customer Service or performing related functions
• Knowledge of Customer service principles and practices

Required Knowledge, Skills & Competencies

Core:

• Strong communication abilities in the oral and written formats
• Excellent customer service, problem solving skills and ability to manage the client interface A record of demonstrated creativity
• Proven time management skills
• Well-developed human relations and emotional intelligence skills
• Demonstrated leadership ability
• Proven planning and organization ability
• Computer literacy including the ability to work with word processing, graphic design, desk top publishing and spreadsheet software
• Ability to develop and maintain positive and cooperative working relationships
• Ability to work on own initiative
• Security conscious, flexibility and confidentiality

Technical:

• Database Entry
• Report Writing Skills
• Proficiency in relevant Software Applications
• Knowledge of the Ministry of Health & Wellness Policies & Procedures
• Knowledge of GOJ Customer Service Policies & Procedures

Key responsibilities will include:

• Acts as patient advocate.
• Influences customer service interaction by displaying and maintaining professionalism and courtesy to all.
• Responds to clients’ needs, requests and concerns as is appropriate.
• Identifies bottlenecks in the existing services where it prevents the patients/relatives from accessing the services in a timely manner.
• Liaises with department supervisors to ensure that support services for patients are provided in an efficient and effective manner.
• Ensures that patients who received service and are health insurance card holders are approached and directed to the cashiers for billing.
• Ensures that patients with special needs are given the necessary support within established policies and sources.
• Monitors waiting time and identify impediments and intervene where possible.
• Assists ward patients in getting appointments and the retrieving of results for diagnostic test.
• Assists ward patients in getting financial/relevant documentation from the hospital to conduct their external investigations.
• Maintains a link between Accident and Emergency and the wards (Nurse in charge) with regards to the availability of beds.
• Collects data on clients to facilitate workload/activity report and demand/utilization report to include
• Number of clients who access service
• Number of clients registered
• Number of clients referred
• Number of complaints received
• Communicates relevant information; provide correct and adequate responses to questions and queries and direct clients to respective service areas in the Hospital.
• Informs patients of the reasons or possible reasons for any delay in service.
• Assists members of staff who need clarification on services and ensures compliance with the regulations.
• Keeps a daily log of client complaints and follow through for a resolution where appropriate.
• Disseminates questionnaires to solicit feedback on the services offered.
• Provides the necessary advice to clients who present requests that conflict with established professional standards, regulations and policies.
• Helps to develop and maintain action plans for improving customer service interactions that will facilitate a positive image of the Hospital.
• Assists in analyzing and solving problems within scope of responsibility in the shortest possible time and refer those outside of scope of responsibility to the relevant managers.
• Alerts the security guards to any unusual or suspected unsafe situations that may be observed.
• Performs other related duties as directed in accordance with guidelines of the Hospital.

Send applications and resumes should be sent no later than December 11, 2023 to:

The Assistant Human Resource Officer
Black River Hospital
45 High Street, Black River, St. Elizabeth
Tel: (876) 965-9294

E-Mail:  brhpersonneldept@gmail.com 

Please note that only shortlisted applicants will be acknowledged.

Patient/Customer Care Representative (Portmore, St. Catherine, Jamaica)

 

We're Hiring!

Requirements:

• A minimum of five (5) CXC subjects 
• Excellent communication and customer service skills

Responsibilities:

• Assist patients with scheduling medical visits and procedures
• Triaging calls
• Data entry for medical records

Send your CV to: sosshiring@gmail.com