Customer Service Coordinator

Join Pharo Health — Building the Future of Specialized Healthcare in Africa

Pharo Health Ethiopia, a portfolio company of Pharo Ventures, is redefining the future of premium healthcare delivery in the Horn of Africa.

We are establishing a state-of-the-art specialty and diagnostic center in Addis Ababa designed to deliver world-class, patient-centered care through advanced medical technology, exceptional clinical talent, and seamless multidisciplinary collaboration.

As an early member of our specialist team, you will have the rare opportunity to help shape a modern healthcare institution from the ground up — one built on clinical excellence, innovation, compassion, and impact.

Our vision extends beyond a single facility. We aim to build a leading healthcare network that expands access to high-quality specialist care across Ethiopia and the wider region.

About the Role

We are seeking an exceptional, service-driven Customer Service Coordinator to join our growing team.

This role offers the opportunity to shape every patient’s experience in a modern, patient-centered healthcare environment. The successful candidate will play a key role in coordinating frontline service delivery, resolving customer concerns, reinforcing service standards, and ensuring every patient and visitor receives timely, professional, and compassionate support.

We are looking for a professional who combines excellent communication and problem-solving skills with empathy, collaboration, organization, and a genuine passion for delivering exceptional customer experiences.

If you are motivated by the opportunity to make a meaningful impact while helping build one of the region’s most ambitious healthcare organizations, we would love to hear from you.

Duties & Responsibilities

1. Customer Experience and Service Coordination

• Oversee daily customer service activities to ensure efficient, respectful, and patient-centered support across service touchpoints.
• Coordinate with reception, billing, nursing, and clinical teams to support smooth patient flow and consistent service delivery.
• Track waiting times, service gaps, complaints, and feedback to identify trends and improve patient experience.
• Support implementation of service improvements that enhance responsiveness, courtesy, and operational efficiency.

2. Communication and Issue Resolution

• Handle inquiries, complaints, and service recovery matters promptly, professionally, and with appropriate empathy.
• Escalate complex issues to the appropriate departments and follow through to timely resolution and closure.
• Ensure clear communication of service information, procedures, delays, and updates to patients and visitors.
• Maintain accurate records of issues raised, actions taken, and outcomes for review and continuous improvement.

3. Team Support and Standards

• Guide frontline staff on service standards, patient communication, professionalism, and complaint handling.
• Support orientation and on-the-job coaching in service excellence, responsiveness, and customer care practices.
• Monitor and evaluate the respective team (Cashier/receptions, Ambulance Drivers, Porters, Guards, and Cleaners.
• Maintain service records, reports, action logs, and improvement trackers for management follow-up.
• Promote a culture of accountability, teamwork, and consistent service standards across patient-facing teams.

4. Administrative and Compliance Responsibilities

• Protect confidentiality and ensure professional handling of patient information and service-related records.
• Support implementation of service policies, procedures, quality initiatives, and patient experience standards.
• Prepare summaries of customer concerns, trends, root causes, and recommendations for management review.
• Monitor adherence to agreed service procedures and support corrective actions where service standards are not met.

5. Quality Improvement and Compliance

• Participating in clinical audits, quality improvement, and patient safety initiatives
• Adhere to hospital policies, procedures, and national health care regulations.
• Report errors, incidents, and near misses according to protocol.
• Support implementation of clinical standards and guidelines.

6. Operational Responsibilities

• Ensure proper use and maintenance of medical equipment and supplies.
• Coordinate with laboratories, GI unit, radiology, pharmacy, and other departments.
• Support patient flow, admissions, discharges, and referrals.
• Assist in ensuring proper billing and documentation where required

N.B; Duties may be updated based on service needs, organizational changes, or professional development.

Qualifications, Knowledge & Skills

• Bachelor’s degree or diploma in Business Administration, Customer Service, Healthcare Administration, or a related field.
• Relevant experience in customer service, front office, healthcare administration, or patient relations more than 5 years.
• Strong interpersonal, complaint handling, coordination, reporting, and problem-solving skills.
• Good computer skills and proficiency in scheduling, registration, reporting, and office systems.
• Ability to work across departments, manage service issues calmly, and maintain professionalism in demanding situations.
• Professional presence and strong commitment to service quality, patient experience, and teamwork.
• Experience of working in an institution that is ISO certified will be an added advantage.
• Compassionate and patient-centered approach.
• Ability to work under pressure and handle emergencies
• Experience in using radiology systems and information technology skills
• Excellent interpersonal, written and verbal communication skills.
• Experience with complex scheduling and coordination