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Penda Health is a dynamic and award-winning healthcare company dedicated to delivering high-quality and trustworthy healthcare services. With a strong vision to ensure accessible and reliable healthcare for everyone in Africa, Penda Health operates a network of 16 Medical Centres across Nairobi and Kiambu Counties, supported by a growing team of over 380 employees. Committed to innovation and sustainable growth, Penda Health is seeking a dedicated Clinical Coordinator (Front Desk) to play a pivotal role in creating exceptional patient experiences within our medical centres in Nairobi and Kiambu Counties.
Clinical Coordinator (Front Desk)
Job Overview
Location: Nairobi and Kiambu Counties,
Employment Type: Full Time
Level: Mid Level
💰 Salary: Not provided in the advertisement.
Job Summary
As a Clinical Coordinator (Front Desk) at Penda Health, you will be the first point of contact for our patients, playing a crucial role in ensuring an exceptional patient experience. Your responsibilities will encompass effective patient interaction, seamless communication, and meticulous documentation and billing practices. From warmly welcoming patients to proactively addressing their concerns and managing inquiries, you will be instrumental in optimizing front desk activities and enhancing workflow efficiency.
Responsibilities:
Patient Interaction:
- Welcome and greet patients warmly upon arrival, creating a friendly, welcoming, and positive atmosphere to ensure a great patient experience from the outset.
- Address patient complaints promptly and professionally, actively listening to their concerns and taking appropriate steps to find resolutions. Escalate complex issues to the Branch Manager for timely and effective resolution.
- Manage wait times efficiently by proactively keeping patients informed about their queue status, providing updates, and addressing any issues that may be causing delays, such as medical emergencies or system failures.
- Manage patient inquiries effectively, providing clear, accurate, and comprehensive information about Penda Health’s services, available products, and pricing.
- Ensure effective and professional communication with all other departments within the medical centre (including Nursing, Laboratory, Medical Providers, and Pharmacy Technicians) regarding patient visits, while strictly maintaining patient confidentiality at all times.
Communication and Administrative Efficiency:
- Professionally manage all incoming telephone calls, ensuring quick and efficient issue resolution and the provision of accurate information to callers.
- Receive external communication addressed to the medical centre, promptly alert Branch Managers to relevant information, and effectively manage inquiries and escalations received at the reception desk. This includes interactions with external partners such as Insurance companies, Corporate clients, county and government officials, etc.
- Organize all front desk activities in a manner that optimizes overall workflow efficiency, including the physical arrangement of the reception area and the implementation of clear and efficient desk arrangements and handover processes to maximize productivity.
Documentation and Billing:
- Manage various patient payment methods accurately and efficiently, including Cash, Insurance, National Hospital Insurance Fund (NHIF), and Corporate partner payments, consulting with or escalating complex payment situations when necessary.
- Ensure strict adherence to all medical billing and insurance protocols, maintaining full compliance with established guidelines, Electronic Medical Record (EMR) procedures, and partnership agreements.
- Handle all aspects of patient registration, documentation, billing, and credit processes, including the accurate and timely submission of insurance claims, seamless patient enrollment procedures, and efficient redemption of points on the Penda Points Program.
Training and Company Adherence:
- Actively participate in all scheduled training sessions, including physical, virtual, and Talent Learning Management System (LMS) training, ensuring completion within the stipulated timelines to enhance job knowledge and skills.
- Demonstrate a continuous understanding of and strict adherence to all company policies and procedures, particularly those specifically associated with Penda Health in general and the Clinical Coordinator function.
- Uphold Penda’s core values and positive culture, actively playing the expected role within the Clinical Coordinator team and as a valuable member of the entire medical centre team.
Key Requirements and Attributes
- Diploma and above in Front Office Administration, Business Administration, Health Records, or an equivalent relevant qualification.
- Possess basic computer skills and demonstrate good typing skills with accuracy and speed.
- Must be fluent in both Swahili and English, with excellent verbal and written communication skills.
- At least one (1) year of relevant experience in a customer-facing role, demonstrating exceptional Customer service skills and a patient-centric approach.
- Strong attention to detail with the proven ability to multitask effectively and manage multiple responsibilities simultaneously.
- Excellent organizational skills with the ability to prioritize tasks and manage time efficiently.
- Must be self-motivated and a great team player with a strong drive for results and a demonstrated ability to work collaboratively and contribute positively to a team environment.
- Experience in Health Records Management is considered a significant added advantage.
Application Process:
If you are excited about this opportunity and meet the qualifications outlined above, please submit your application. Applications will be reviewed on a rolling basis. Kindly note that due to the high volume of applications received, only candidates who are shortlisted for an interview will be contacted.
This is a fantastic opportunity to be the welcoming face of Penda Health and contribute significantly to positive patient experiences within a growing and innovative healthcare organization. Apply soon if you are passionate about customer service and healthcare!
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