Supervisor- New Patient Experience and Enrolment Job at Kampala Independent Hospital

Kampala Independent Hospital

Supervisor – New Patient Experience & Enrolment (Customer Services)

Hiring organisation: Kampala Independent Hospital
Job title: Supervisor – New Patient Experience & Enrolment
Department: Customer Services
Industry: Healthcare
Duty station: Kampala, Uganda
Employment type: Full-time
Number of vacancies: One
Qualification: Relevant diploma or bachelor’s degree
Experience: Previous relevant healthcare customer-service experience
Salary: Not disclosed
Deadline: Tuesday, 8 September 2026

Jobspace Uganda vacancy summary

Kampala Independent Hospital is recruiting a Customer Services Supervisor to oversee the experience of new patients from initial registration through enrolment and orientation. The successful candidate will supervise frontline staff, monitor patient waiting times, resolve escalated concerns and coordinate with clinical, billing, records and call-centre teams. This position is best suited to an organised customer-service professional with healthcare experience, strong leadership skills and a commitment to efficient, respectful and confidential patient support.

Who should apply?

This position may be suitable for candidates who:

• Hold a relevant diploma or bachelor’s degree.
• Have experience in healthcare customer service or patient registration.
• Understand patient enrolment, reception and onboarding processes.
• Can supervise, coach and support a customer-service team.
• Can resolve patient complaints with professionalism and empathy.
• Are comfortable using patient-management or CRM systems.
• Can coordinate effectively with clinical and administrative departments.

Job purpose

The Supervisor will oversee the new-patient experience and enrolment process, ensuring that patients are welcomed, correctly registered, properly guided and supported throughout onboarding. The role will also help improve patient flow, service quality and coordination between customer-service and hospital departments.

Key responsibilities

Patient enrolment and experience

• Supervise the new-patient enrolment and registration team.
• Ensure new patients receive a professional and welcoming experience.
• Coordinate patient registration, verification, onboarding and orientation.
• Ensure patient details are collected and entered accurately.
• Monitor waiting times and identify ways to improve patient flow.
• Resolve escalated enquiries, concerns and service complaints.

Team supervision

• Train, coach and support customer-service and enrolment staff.
• Monitor employee performance against established targets and standards.
• Provide guidance when staff encounter difficult patient-service situations.
• Promote professional conduct, empathy and consistent customer care.
• Support staff development and continuous service improvement.

Coordination and reporting

• Prepare reports on enrolment volumes and customer feedback.
• Report service performance and operational challenges.
• Coordinate with clinical, billing, records and call-centre teams.
• Follow up with relevant departments to resolve patient issues.
• Identify gaps in the patient journey and recommend improvements.
• Support customer-service and patient-experience initiatives.

Confidentiality and compliance

• Ensure patient information is handled securely and confidentially.
• Promote accurate patient-data collection and responsible system use.
• Ensure compliance with hospital policies and relevant healthcare requirements.
• Maintain a high standard of professionalism, integrity and accountability.

Qualifications and skills

• Diploma or bachelor’s degree in Healthcare Administration, Business Administration, Customer Experience, Public Relations, Communications or another relevant field.
• Previous experience in healthcare customer service, patient registration, enrolment, reception or a similar environment.
• Supervisory or team-leadership experience will be an advantage.
• Excellent communication and interpersonal skills.
• Strong organisational and problem-solving abilities.
• Good understanding of customer-service and patient-experience principles.
• Computer literacy and ability to use patient-management or CRM systems.
• Leadership, coaching and conflict-resolution skills.
• Professionalism, confidentiality, empathy and integrity.

Application guidance

Applicants should tailor their CV to demonstrate healthcare customer service, patient registration, reception, enrolment, complaint handling and team-leadership experience. Highlight any work involving patient-management systems, customer records, staff supervision, service reporting and coordination with clinical or billing teams. Use the exact vacancy title in the application email subject.

Application procedure

Email your application to ivfteam@kihug.com .

Use Supervisor – New Patient Experience and Enrolment as the email subject.

EMAIL YOUR APPLICATION

Application deadline: Tuesday, 8 September 2026

Official employer

Kampala Independent Hospital is the hiring organisation. Applicants can visit the Kampala Independent Hospital website for information about the hospital and its services.

Job scam warning: Jobspace Uganda does not charge applicants or influence recruitment decisions. Do not pay anyone promising to secure this position. Submit your application only through the stated hospital email address.

Editorial note: Jobspace Uganda is an independent vacancy-information platform. This advert has been summarised and organised to make the opportunity easier to understand. Jobspace Uganda is not Kampala Independent Hospital and does not participate in candidate selection.

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Date posted: 26 August 2026