Our client, a busy cardiologist clinic in Nairobi, is seeking a dedicated and professional Client Service Representative to join our busy cardiologist clinic. The ideal candidate will be the first point of contact for patients, providing exceptional customer service, scheduling appointments, and ensuring a smooth and efficient patient experience. This role is crucial in maintaining a welcoming environment and supporting the clinic\’s commitment to delivering high-quality care to all our patients. This role goes beyond the traditional receptionist duties, focusing on patient advocacy, service coordination, and administrative support for clinical processes.

Key Responsibilities:

Client Service and Experience Management:

• Serve as the primary point of contact for patients throughout their journey at the clinic, ensuring a positive experience from initial contact to follow-up care.
• Address patient concerns, complaints, or feedback, resolving issues promptly or escalating them to clinic management when necessary.
• Coordinate and follow up with patients on diagnostic tests, treatment plans, and referrals to other specialists or services.

Appointment Coordination:

• Work closely with the receptionist and other front office staff to manage the scheduling of patient appointments with the cardiologist, as well as coordinating follow-up visits, diagnostic tests (e.g., ECGs, stress tests), and external specialist consultations.
• Ensure patients are informed of appointment details, including preparation instructions and necessary paperwork.

Patient Education and Communication:

• Provide patients with clear and accurate information about their treatment plans, test results, and follow-up procedures in collaboration with clinical staff.
• Assist in explaining clinic procedures, medical billing, and insurance policies to patients and family members.
• Serve as a liaison between patients and healthcare providers, conveying messages and relaying information as needed.
• Coordinate with medical staff to address patient concerns and special requirements.

Medical Record and Information Management:

• Ensure patient records are up-to-date, accurate, and compliant with privacy regulations (such as the Data Protection Act, 2019).
• Assist with managing electronic health records (EHR) and other patient documentation, ensuring secure and confidential handling of sensitive information.
• Coordinate the release of medical records to authorized parties following legal and clinic protocols.

Operational and Administrative Support:

• Support the cardiologist and clinical staff with patient flow, ensuring smooth transitions between appointments and procedures.
• Coordinate with laboratory and imaging services for patient tests and ensure timely communication of results.
• Assist in managing waiting room activities to ensure a comfortable and orderly environment.
• Assist with the development and implementation of clinic policies and procedures to improve patient services and clinic efficiency.

Core Competencies/Skills:

Client Service & Patient-Centered Care:

• Exhibits a patient-first mindset, ensuring that all patients feel respected, informed, and supported throughout their care process.
• Skilled at building relationships with patients and addressing their concerns empathetically and professionally.

Communication Skills:

• Demonstrates excellent verbal and written communication, able to convey medical information and instructions clearly to patients and their families.
• Effective at communicating with clinical staff and external partners, facilitating seamless patient care coordination.

Organizational Skills:

• Manages multiple tasks efficiently, ensuring that patient appointments, records, and billing are handled in a timely and organized manner.
• Strong ability to prioritize and multitask in a fast-paced environment.

Problem-Solving Abilities:

• Skilled at addressing and resolving patient concerns and complaints, as well as handling complex situations.
• Proactive in identifying operational improvements to enhance clinic efficiency and patient satisfaction.

Technical Proficiency:

• Proficient in using electronic health record (EHR) systems and other healthcare management software.
• Comfortable with medical billing systems, insurance verification platforms, and appointment scheduling tools.

Attention to Detail:

• Ensures accuracy in handling medical records, appointment scheduling, billing, and patient communications.
• Maintains thorough documentation of patient interactions, insurance verifications, and payment transactions.

Qualifications:

• Education: A degree in Business Administration, Healthcare administration or a related field is preferred. Certification in patient services coordination is a plus.
• Experience: At least 2-3 years of experience in a Client Service, Patient Service or related Client facing roles preferred.

Work Environment:

• 3-month contract and full-time position, Monday to Friday, with occasional weekends or evenings as needed.
• Fast-paced clinical environment requiring frequent interaction with patients, families, and healthcare professionals.