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.
