Hildah N. Mutoro
BUNGOMA
Summary
PERSONAL ATTRIBUTES: Good inter – personal and communication skills, excellent organizational skills and professionalism, focused, a great team player and diligent
Qualified Patient Experience Manager with proven track record in enhancing patient satisfaction and operational efficiency. Successfully implemented strategies that improved patient feedback and streamlined communication between staff and patients. Demonstrated expertise in conflict resolution and patient advocacy.
Overview
16
16
years of professional experience
Work History
Patient Experience Manager
LifeCare Hospitals
12.2023 - Current
- Implement the framework & protocols in which all Patient Experience initiatives will be deployed in the respective LifeCare Hospital
- Drive a culture of Service Excellence, hospitality, ownership and results
- Apply Service/Patient Experience performance standards and deploy their respective measurement and review processes which include but not limited to; Customer Satisfaction (CSAT), Net Promoter Score (NPS), Admission/In-Patient Audits, Discharge Surveys, Digital/SMS Survey, trends and regulatory requirements
- Drive an effective Complaint Management process which includes but not limited to; driving awareness to patients of means to lodge complaints, adherence to Complaint Turn Around Time (TAT) and adoption of provided automated means in capture and tracking complaints
- Through stakeholder engagement and partnership, deploy Service Standard Operating Procedures (SOPs) including and not limited to patient relations, continuously monitor for compliance and embed mechanisms for sustenance and/or improvements
- Ensure efficient management of the team and to define and act upon the core values relating to performance
- In partnership with the Training function, see to the delivery of Service and Patient Experience training programs in the hospital • Timely and detailed submission of PX reports, and/or providing visibility of accurate state of PX in the hospital
- Champion reward and recognition of hospital staff that deliver and/or support outstanding service experiences to patients • Responsible for management and oversight of related Patient Experience and Service Excellence costs/budget
- Primary contact for patient satisfaction survey tools, process implementation and sustenance
- Any other role that you may be called upon to perform from time to time
- Mentored junior team members in navigating the complexities of managing patient experiences, strengthening their skills and fostering professional growth within the organization.
- Evaluated existing processes through rigorous audits from both internal sources as well as external accrediting agencies; identified inefficiencies without compromising quality service provision or regulatory compliance requirements.
- Conducted ongoing assessments of facility conditions to maintain cleanliness standards and prioritize safety for all patients.
- Created educational materials outlining best practices in delivering outstanding patient experiences that were widely adopted across the organization.
- Conducted root cause analyses on negative feedback incidents, identifying key drivers behind dissatisfaction and devising targeted interventions to address them proactively moving forward.
- Developed and executed patient experience initiatives, resulting in improved overall hospital ratings.
Patient Experience Officer
Lifecare Hospital
04.2022 - 12.2023
- Collected patient feedback.
- Cultivated a culture of Service Excellence, hospitality, ownership, and results by implementing feedback systems.
- Conducted inpatient ward rounds.
- Generated reports on a daily basis using survey tools.
- Gather information from internal and external customers to ensure adequate satisfaction
- Attending to disgruntled clients in the hospital and ensuring that their complaints are resolved
- Conducting hospital tours to educate prospective clients on services and products offered by the hospital
- Creating awareness of hospital products and services to the public including managing hospital information desks
- Conducting customer service induction programs to new staff
- Training departments on how to create positive bond with customers and improve the hospital patient service standards
- Any other duties as may be assigned from time to time
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Delivered high-quality training programs, enhancing employee skill sets and contributing to professional development efforts.
- Utilized data-driven decision-making techniques to inform strategic planning processes and measure progress towards goals.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
Customer Care
Kenya National Qualifications Authority
03.2019 - 12.2019
- Handle administrative work
- Overseeing general front office duties
- Files managements of students’ equated certificates
- Record keeping
- Professional management of switchboard calls and Recognition, Equation and Verification department work
- Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
- Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures
- Establish friendly relationships with regular hotel clients
Sales and Customer Relations
County Pride Cleaning Services
02.2018 - 03.2019
- Handle all administrative and in charge of sales and marketing
- Overseeing general office cleanliness and supervision of sales and marketing department
- Organizing meetings, maintaining diaries and making sales and marketing appointments
- Making quotations, ETR and manage junior staff reports
Front Office Executive
Wiseway Freighters and Africar Logistics Limited
03.2009 - 12.2017
- Handle all administrative and part of human resource functions this will includes, office rent, utility bills, staff etiquette, visitors and managing director appointments
- Declaration
- Files management
- Transport documents
- Shipment nominations
- Sales and online marketing
- Overseeing general office cleanliness and supervision of junior staff
Education
Secondary Education - KCSE
Cardinal Otunga Girls’ High School
12.2004
Bachelor of Business Administration - Associate Degree in Business Administration
University of The People
2027
Customer Service Training -
Epic Training
11.2011
Diploma in Business Administration - ABE UK
Computer Pride Training Center
06.2009
Skills
- Developing, driving and fostering a culture of patient and family centered care and service excellence, while improving patient/family experience and patient relations
- Translating the concepts of Service Excellence, Patient Experience and Patient Relations into actionable behaviors, this individual will take a culture steeped in Clinical Excellence into the ever-evolving world of patient & family centered care
- Performance improvement
- Innovation and creativity
- Healthcare
- Service orientation
- Team management
- Appointment scheduling
- Strong leadership
- Effective written and verbal communication
- New staff training
- Teamwork and collaboration
- Customer service
- Problem-solving abilities
- Active listening
- Problem-solving aptitude
Personal Information
- Date of birth: 01/01/84
- Nationality: Kenyan
Custom Section
- Good inter – personal and communication skills
- Excellent organizational skills and professionalism
- Focused
- Great team player
- Diligent
References
- Mr. James Muiruri, Deputy President - Patient Experience, Lifecare Hospitals, Bungoma, 0727855401, james.muiruri@africareglobal.com
- Ephraim Munene, Operations Manager, Kenya National Qualifications Authority, 0721209578, knqa.go.ke@gmail.com
- Mr. Patrick Njagi, Director, Wiseway Freighters Limited & Africar Logistics Limited, 0722837707, nrbops@africarlogistics.co.ke
Associate Degree in Business Administration
- Ongoing
Timeline
Patient Experience Manager
LifeCare Hospitals
12.2023 - Current
Patient Experience Officer
Lifecare Hospital
04.2022 - 12.2023
Customer Care
Kenya National Qualifications Authority
03.2019 - 12.2019
Sales and Customer Relations
County Pride Cleaning Services
02.2018 - 03.2019
Front Office Executive
Wiseway Freighters and Africar Logistics Limited
03.2009 - 12.2017
Bachelor of Business Administration - Associate Degree in Business Administration
University of The People
Customer Service Training -
Epic Training
Diploma in Business Administration - ABE UK
Computer Pride Training Center
Secondary Education - KCSE
Cardinal Otunga Girls’ High School
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