Penda Health is an award-winning startup company that is transforming healthcare in East Africa by building a chain of outpatient health clinics that offer evidence-based medical care and unparalleled member experience at surprisingly affordable rates

Role Summary:

The Clinical Coordinator at Penda Health Plays a key role in ensuring an exceptional patient experience through effective patient interaction, streamlined communication, and meticulous documentation and billing practices. From warmly welcoming patients to proactively addressing concerns and managing inquiries, this role plays a vital part in optimizing the front desk activities for increased workflow efficiency.

Responsibilities:

Patient Interaction

• Welcome & greet patients warmly to create a friendly environment and great patient experience.
• Address patient complaints promptly, escalating issues to Branch Manager when necessary for timely resolution.
• Manage wait times efficiently by keeping patients informed about their queue status. Proactively address issues causing delays, such as emergencies or system failures.
• Manage inquiries & provide clear and accurate information about services, products, and pricing.
• Ensure effective communication with other departments (Nursing, Laboratory, Medical Providers, Pharmacy Technicians, etc.) regarding patient visits while maintaining confidentiality.

Communication and Administrative Efficiency:

• Professionally manage incoming calls, ensuring quick issue resolution and accurate information.
• Receive external communication, alert Branch Managers, and manage inquiries and escalations received at the reception. This includes interactions with partners like Insurance, Corporates, county & government officials, etc.
• Organize front desk activities to optimize workflow efficiency, including desk arrangements and handover processes for increased productivity.

Documentation and Billing

• Manage various payment methods (Cash, Insurance, NHIF, Corporate partners), consulting or escalating when necessary.
• Ensure adherence to medical billing and insurance protocols, maintaining compliance with guidelines, EMR procedures, and partnerships.
• Handle registration, documentation, billing, and credit processes, including accurate submission of insurance claims, patient enrollment, and redemption on the Penda Points Program.

Training and Company Adherence:

• Participate in scheduled physical, virtual & Talent LMS training sessions, within the stipulated timelines.
• Demonstrate continuous understanding and adherence to company policies, especially those associated with Penda in general and the CC function.
• Uphold Penda’s culture, playing the expected role within the CC team and the entire medical centre team.

Key requirements and attributes 

• Diploma and above in Front Office Administration, Business Administration, Health Records, or an equivalent qualification
• Basic computer skills and good typing skills.
• Fluent in Swahili and English, with great communication skill
• At Least one(1) year of experience  in a customer-facing setup with exceptional Customer service skills.
• Attention to detail with the ability to multitask
• Great Organizational skills
• Self-motivated and a great team player with a drive for results and enjoys being part of a team.
• Experience in Health Records  Management is an added advantage