About the role

• Support end-to-end implementation and post-go-live operations of the Hospital Management Information System (HMIS) across Level 5 and Level 6 public health facilities, ensuring smooth deployment, user adoption, and stabilization in line with MOH/DHA requirements and project go-live timelines.

What you’ll do

• Support facility-level Hospital Management Information System (HMIS) rollout activities, including site readiness assessments, master data preparation, system configuration, and cutover execution.
• Coordinate and execute User Acceptance Testing (UAT) activities by preparing test scripts, managing defect logs, validating system fixes, and facilitating business sign-off.
• Deliver end-user training, super-user enablement, and on-site floor support across clinical and administrative modules, including Outpatient (OPD), Inpatient (IPD), Pharmacy, Laboratory, Radiology, Billing, and Stores.
• Provide go-live and hypercare support by performing issue triage, coordinating escalations to L2/L3 support teams, and maintaining daily issue logs and implementation status reports.
• Support integration testing and validation activities involving SHA/SHIF workflows, eligibility verification, claims processing, and third-party systems such as Laboratory Information Systems (LIS), Radiology Information Systems (RIS/PACS), ERP platforms, and other healthcare applications.
• Monitor and report implementation readiness using Go-Live checklists, show-stopper assessments, Go/No-Go criteria, and project risk registers, escalating issues to the Project Manager where necessary.
• Support mock cutover exercises, dry-run activities, and data migration verification, including patient master records, item masters, tariffs, opening balances, and transactional data.
• Assist in transitioning production support to the Service Desk, NOC, and SOC teams by preparing Standard Operating Procedures (SOPs), runbooks, knowledge base articles, and operational handover documentation.
• Liaise effectively with hospital leadership, Ministry of Health (MOH), Digital Health Agency (DHA), implementation partners, vendors, and other project stakeholders to ensure successful project execution.
• Prepare and maintain implementation documentation, including meeting minutes, action trackers, issue logs, risk registers, status reports, and project progress updates.
• Monitor implementation milestones, deliverables, and key performance indicators, proactively identifying and escalating implementation risks.
• Contribute to continuous improvement initiatives by identifying process optimization opportunities, documenting lessons learned, and recommending enhancements to HMIS implementation methodologies.

What we’re looking for

• Bachelor’s degree in Health Informatics, Information Technology, Computer Science, Health Information Management, Nursing, Clinical Medicine, or a related field.
• Minimum of 2 years’ experience implementing Hospital Management Information Systems (HMIS), Electronic Medical Records (EMRs), or other digital health solutions within hospital environments.
• Demonstrated experience participating in at least one end-to-end HMIS/EMR implementation, including system configuration, User Acceptance Testing (UAT), go-live, hypercare, and post-implementation support at a referral or high-volume healthcare facility.
• Strong understanding of end-to-end hospital workflows, including patient registration, outpatient (OPD), inpatient (IPD), laboratory, pharmacy, radiology, billing, stores, and discharge processes.
• Hands-on experience coordinating User Acceptance Testing (UAT), defect management, end-user training, cutover planning, go-live support, and hypercare activities.
• Excellent stakeholder management, communication, and interpersonal skills with the ability to engage clinical, administrative, technical, and executive stakeholders.
• Strong documentation skills with experience maintaining issue logs, project trackers, Standard Operating Procedures (SOPs), implementation reports, and knowledge transfer documentation.
• Strong analytical, troubleshooting, and problem-solving skills with the ability to resolve implementation issues in fast-paced healthcare environments.
• Ability to work effectively under pressure during critical implementation phases, including go-live windows, extended working hours, and weekend deployments.
• Willingness and ability to travel extensively and be stationed at healthcare facilities during implementation, go-live, and post-implementation support phases.

Nice to have

• Familiarity with Kenya’s public health system structures (MOH, county facilities, SHA/SHIF);
• Experience with HL7/FHIR interfaces or system integration testing.

Education

• Bachelor’s degree in Health Informatics, IT, Computer Science, Nursing/Clinical Sciences, or related field

About the role

• Drive the pilot and rollout of the Electronic Quality Management System (EQMS) across designated facilities, digitizing quality management processes (document control, incident reporting, audits, CAPA) and aligning the system with accreditation and regulatory requirements (e.g., ISO 9001, ISO 15189, KENAS, SafeCare/JCI frameworks as applicable).

What you’ll do

• Lead requirements gathering, business process analysis, and gap assessments of existing hospital quality management processes against Enterprise Quality Management System (EQMS) capabilities.
• Configure, implement, and deploy EQMS modules including Document Control, Non-Conformance Management, Incident Management, Corrective and Preventive Actions (CAPA), Internal Audits, Risk Registers, Training Management, and Management Review.
• Migrate quality management documentation, including policies, Standard Operating Procedures (SOPs), forms, templates, and registers, into the EQMS while ensuring appropriate version control, approval workflows, and user access permissions.
• Coordinate and execute EQMS pilot implementations at selected healthcare facilities, including pilot planning, success criteria definition, user adoption monitoring, evaluation, and recommendations for wider rollout.
• Deliver end-user training, super-user enablement, and change management activities for Quality Managers, Heads of Department (HODs), and other facility users to promote successful system adoption.
• Support healthcare facilities in aligning EQMS workflows with accreditation standards, regulatory compliance requirements, quality assurance frameworks, and audit readiness initiatives.
• Collaborate with HMIS, Product, Engineering, and Implementation teams to ensure seamless integration between quality management processes and clinical, operational, and administrative systems.
• Coordinate User Acceptance Testing (UAT), defect management, issue resolution, and business validation activities throughout the implementation lifecycle.
• Prepare and maintain implementation documentation, including project plans, implementation schedules, issue logs, risk registers, meeting minutes, status reports, and pilot evaluation reports.
• Monitor implementation progress, project milestones, deliverables, and key performance indicators, proactively identifying and escalating implementation risks.
• Support post-implementation stabilization, hypercare activities, knowledge transfer, and operational handover to Service Desk and support teams.
• Contribute to continuous improvement initiatives by identifying process optimization opportunities, documenting lessons learned, and recommending enhancements to EQMS implementation methodologies.

What we’re looking for

• Bachelor’s degree in Health Informatics, Quality Management, Healthcare Administration, Clinical Medicine, Nursing, Medical Laboratory Science, Public Health, Information Technology, or a related field.
• Minimum of 2 years’ experience supporting healthcare quality management systems, quality assurance programmes, or clinical governance initiatives within a hospital, laboratory, or healthcare environment
• At least 1 year of hands-on experience implementing, configuring, administering, or supporting an Electronic Quality Management System (EQMS) or a similar digital quality platform.
• Working knowledge of hospital accreditation standards, quality assurance frameworks, regulatory compliance requirements, and continuous quality improvement methodologies.
• Demonstrated experience managing document control processes, Corrective and Preventive Action (CAPA) programmes, non-conformance management, internal audits, and quality improvement initiatives within a hospital or laboratory setting.
• Experience planning and executing User Acceptance Testing (UAT), system validation, implementation support, and post-go-live activities.
• Proven experience delivering end-user training, change management, and user adoption initiatives within clinical or healthcare environments.
• Strong understanding of healthcare operational workflows and quality management processes across clinical and administrative departments.
• Excellent analytical, problem-solving, stakeholder engagement, facilitation, and communication skills.
• Experience preparing implementation documentation, Standard Operating Procedures (SOPs), training materials, quality reports, and implementation status reports.
• Ability to manage multiple implementation activities while working effectively under pressure and meeting project deadlines.
• Willingness and ability to travel to healthcare facilities during implementation, training, and post-implementation support activities.

About the role

• This is an internal opportunity open exclusively to current Apeiro L2 National Service Desk Agents. The Service Centre Unit Lead is a senior operational role that builds on the Agent position — you will continue to handle incidents and service requests while additionally taking on responsibility for coordinating your shift unit, driving quality standards, and providing leadership support to your team.

What you’ll do

• Receive, analyze, and resolve incidents escalated from the Level 1 Call Centre (147).
• Conduct root cause analysis for functional and operational issues affecting TaifaCare platforms.
• Resolve configuration, access, workflow, and data-level issues without requiring technical escalation.
• Coordinate escalation to Level 3 technical teams when system-level intervention is required.
• Validate resolution effectiveness with county teams and end users before closing tickets.
• Maintain detailed documentation of troubleshooting steps, resolution actions, and incident outcomes.
• Process access provisioning, role configuration requests, and approved system-level changes.
• Maintain a comprehensive audit trail for all service requests and ensure timely fulfilment within defined SLAs.
• Maintain effective communication with Level 1 Call Centre agents and county support teams on escalated cases
• Provide regular status updates to users and stakeholders on open incidents and service requests.
• Coordinate daily activities and ticket workflows within the assigned unit or shift team.
• Conduct shift briefings and handover meetings to ensure continuity of service.
• Monitor team workload distribution and assist with ticket balancing across the support unit.
• Provide guidance and support to team members handling complex incidents.
• Monitor ticket quality, resolution accuracy, and documentation standards across the unit.
• Conduct quality checks on resolved tickets to ensure compliance with SOPs and SLA requirements.
• Track unit SLA compliance across all priority levels (P1–P4) and report on performance indicators, including First Contact Resolution (FCR), Mean Time to Resolution (MTTR), and escalation rates.
• Take the lead on P1 critical and high-impact P2 incidents by coordinating multi-team response and validating resolutions before closure.
• Participate in post-incident reviews and lessons-learned sessions for major incidents.
• Serve as the primary liaison between the support unit and the Service Delivery Manager, providing shift status updates and performance reports.
• Review knowledge base articles developed by team members and support the development and maintenance of Standard Operating Procedures (SOPs).
• Champion continuous improvement of support processes and facilitate knowledge sharing within the support unit.
• Participate in the on-call rotation for after-hours P1 incident support.
• Ensure team adherence to information security, data protection, and confidentiality policies.

What we’re looking for

• Minimum of 2–3 years of experience in IT service desk, application support, technical support, or healthcare technology support environments.
• At least 1 year of hands-on experience providing Level 2 support, handling escalated incidents, troubleshooting functional and operational issues, and coordinating with Level 1 and Level 3 teams.
• Experience working in an SLA-driven service desk environment with exposure to incident management, ticket prioritization, escalation, and resolution tracking.
• Demonstrated experience supporting enterprise applications, healthcare information systems, or digital health platforms.
• Experience conducting root cause analysis, resolving complex incidents, and maintaining detailed troubleshooting and resolution documentation.
• Experience handling P1/P2 incidents and coordinating multi-team responses is an advantage.
• Demonstrated consistent performance against agreed Key Performance Indicators (KPIs) during the period of service.
• Bachelor’s degree in Information Technology, Computer Science, Health Informatics, or a related field.
• Hands-on working knowledge of Apeiro platforms, including Provider Portal, SHA ERP, eClaims, and related systems.
• Familiarity with HMIS systems (L5/L6), Practice 360, and Konvergenz ecosystem workflows.
• Understanding of the TaifaCare support hierarchy (L0–L4) and established escalation pathways.
• Proficiency in the CRM and ticketing systems used within the National Service Desk.
• Strong root cause analysis and structured troubleshooting skills.
• Demonstrated ability to guide, mentor, and support peers within a team environment.
• Strong written and verbal communication skills, with the ability to engage effectively with both technical and non-technical audiences.
• Proven reliability in SLA-driven environments, with a high level of personal accountability and ownership.
• Ability to remain calm, decisive, and effective under pressure, particularly when managing P1 and P2 incidents.
• Strong commitment to accurate documentation, knowledge sharing, and continuous improvement.

About the role

• The Project Coordinator supports the delivery of assigned workstreams within the Universal Health Coverage (UHC) programme in Kenya. The role is responsible for day-to-day coordination, tracking, and execution support across multiple initiatives (e.g., eClaims, Data Analytics, HCDI, HMIS, LMIS, T&T Service Delivery).
• Working under the guidance of the Project Managers, the Project Coordinator ensures that timelines, deliverables, and dependencies are actively managed while maintaining strong communication across cross-functional teams. The role plays a critical part in ensuring operational discipline, visibility, and alignment across workstreams.
• For the HMIS-specific workstream, the Project Coordinator is responsible for coordinating the planning, implementation, monitoring, and improvement of Health Management Information Systems (HMIS) across project-supported facilities. This role serves as the primary link between the implementing organization, health facilities, government counterparts, and technical teams to ensure smooth project execution.

What you’ll do

• Coordinate assigned project workstreams, ensuring tasks, milestones, and deliverables are completed on schedule.
• Support the development, maintenance, and execution of project plans and implementation schedules.
• Monitor project progress, identify risks, issues, and dependencies, and escalate where necessary.
• Coordinate HMIS planning, implementation, rollout, monitoring, and continuous improvement activities.
• Support HMIS platform configuration, updates, and implementation across healthcare facilities.
• Maintain project trackers, RAID logs, RAG status reports, and implementation dashboards.
• Prepare weekly, monthly, and ad hoc project status reports for project leadership and stakeholders.
• Coordinate meetings, prepare agendas, document minutes, and track follow-up actions.
• Act as the primary coordination point between internal teams and external stakeholders.
• Collaborate with the Ministry of Health (MOH), County Health Departments, implementing partners, and other stakeholders.
• Participate in national and county-level technical working groups and project coordination forums.
• Deliver user training and provide first-level functional support for HMIS applications.
• Support healthcare facilities in the effective use of HMIS data for operational decision-making and performance improvement.
• Maintain accurate project documentation, governance artifacts, and implementation records.
• Ensure compliance with organizational policies, donor requirements, and data protection standards.
• Identify opportunities for process improvement and support the implementation of operational best practices.
• Utilize project management tools such as Jira, Asana, and Microsoft Excel to track project activities and deliverables.
• Coordinate cross-functional teams to ensure effective communication and alignment across project workstreams.
• Support project governance activities, including documentation, reporting, and audit readiness.
• Contribute to the successful delivery of Universal Health Coverage (UHC) and digital health initiatives through effective project coordination and stakeholder management.

What we’re looking for

• Bachelor’s degree in business administration, Project Management, Information Technology, Healthcare, Public Health, or a related field.
• Minimum of 2–5 years’ experience in project coordination, project management, PMO, operations, or programme delivery roles.
• Experience coordinating multiple projects or workstreams within cross-functional teams.
• Knowledge of project management methodologies, project lifecycle management, and delivery best practices.
• Experience developing and maintaining project plans, schedules, trackers, and status reports.
• Experience managing project documentation, meeting minutes, action logs, RAID logs, and RAG reporting.
• Strong stakeholder management skills with the ability to coordinate internal teams, clients, vendors, and external partners.
• Excellent organizational, planning, time management, and multitasking skills.
• Strong analytical and problem-solving skills with the ability to identify and mitigate project risks.
• Excellent written and verbal communication, presentation, and facilitation skills.
• Proficiency in Microsoft Office Suite, particularly Excel, Word, PowerPoint, and Outlook.
• Experience using project management and collaboration tools such as Jira, Asana, Microsoft Project, Trello, or similar platforms.
• Ability to prepare project reports, dashboards, and implementation updates for senior management.
• Ability to work independently while managing multiple priorities in a fast-paced environment.
• Exposure to healthcare, public sector, digital transformation, or donor-funded projects is an added advantage.

Nice to have

• Professional certification in Project Management (PMP, PRINCE2, CAPM) or Agile methodologies (Scrum Master, SAFe) is an added advantage.
• Experience supporting digital health, HMIS, EMR, eClaims, or healthcare technology implementation projects.
• Familiarity with donor-funded programmes and working with government or public sector institutions.
• Knowledge of project governance frameworks, including RAID, RAG reporting, and PMO best practices.
• Experience using Microsoft Project, Power BI, Smartsheet, or other project reporting and visualization tools.
• Understanding of healthcare interoperability standards such as HL7, FHIR, or OpenHIE is an advantage.
• Experience coordinating multi-site implementations, system rollouts, or organizational change management initiatives.

About the role

• Apeiro Limited supports the rollout and day-to-day running of Health Management Information Systems (HMIS) for healthcare providers. The Support Officer – HMIS provides frontline remote and on-site support to healthcare providers during the deployment and stabilisation of the HMIS system, serving as the critical link between facility users, the service desk, and the HMIS Product Team.

What you’ll do

• Provide day-to-day remote technical support to healthcare facilities, including ticket logging, triage, troubleshooting, and resolution in accordance with established Service Level Agreements (SLAs).
• Travel to healthcare facilities to provide embedded on-site support during system implementations, go-live activities, and post-go-live stabilization.
• Deliver on-site and remote end-user training, coaching, and refresher sessions to healthcare workers on HMIS applications and system functionality.
• Support the operational management of the HMIS Service Desk, ensuring adherence to ticketing processes, escalation procedures, SLAs, and service quality standards.
• Lead structured knowledge transfer sessions for facility users, system champions, and internal Service Desk teams to promote sustainable system adoption.
• Apply and reinforce Service Desk Standard Operating Procedures (SOPs), incident management processes, problem management practices, and system downtime procedures.
• Onboard healthcare facilities onto Service Desk support channels, communication processes, and incident reporting mechanisms.
• Log, categorize, prioritize, investigate, and escalate incidents through the Service Desk in accordance with defined support processes and escalation paths.
• Document recurring incidents, root causes, usability issues, and enhancement requests, providing actionable feedback to the HMIS Product and Engineering teams.
• Implement approved workaround procedures and business continuity processes during planned or unplanned system outages.
• Participate in daily Service Desk stand-ups, operational reviews, and continuous improvement initiatives.
• Contribute to the development and maintenance of knowledge base articles, user guides, troubleshooting documentation, and operational support materials.

What we’re looking for

• Bachelor’s degree in Health Informatics, Information Technology, Computer Science, Clinical Medicine, Nursing, Health Records and Information Management, or a related field.
• Minimum of 3 years’ experience providing IT support, Health Information Systems (HMIS) support, Service Desk operations, or working within a clinical or hospital environment.
• Experience supporting healthcare applications, Electronic Medical Records (EMRs), Hospital Management Information Systems (HMIS), or other digital health platforms.
• Experience using Service Desk or ITSM platforms for incident logging, tracking, and resolution.
• Strong understanding of incident management, troubleshooting methodologies, and customer support best practices.
• Excellent analytical, problem-solving, and troubleshooting skills.
• Strong interpersonal, communication, and customer service skills with the ability to engage effectively with clinical, administrative, and technical stakeholders.
• Willingness and ability to travel extensively to healthcare facilities nationwide on short notice.
• Ability to work independently, manage multiple priorities, and perform effectively under pressure.
• Experience working within Service Level Agreements (SLAs) and following established escalation procedures.
• Proficiency in Microsoft Office Suite and familiarity with remote support tools.
• Strong documentation skills with the ability to prepare user guides, knowledge base articles, and support documentation.

Nice to have

• Prior experience supporting Hospital Management Information Systems (HMIS), Electronic Medical Records (EMRs), or other digital health platforms.
• Familiarity with IT Service Management (ITSM) frameworks and Service Desk operations, including ITIL principles.
• Experience using Service Desk and ticketing platforms such as ServiceNow, Jira Service Management, Freshservice, or equivalent solutions.
• Knowledge of healthcare interoperability standards such as HL7, FHIR, or OpenHIE is an added advantage.
• Experience delivering end-user training, user adoption, and change management initiatives.
• Exposure to healthcare implementations, go-live support, or post-implementation stabilization activities.
• ITIL Foundation Certification or other relevant Service Management certification is an added advantage.

About the role

• The Marketing and Communications Manager supports the Engagement, Partnerships and Communications Director in developing and delivering Apeiro Digital’s marketing and communications activity in Kenya, in support of the rollout and adoption of digital health solutions under Apeiro Kenya. The role focuses on translating PR and communications strategy into execution for the Kenya programme and building marketing plans for regional growth across East Africa.

What you’ll do

• Support the Engagement, Partnerships and Communications Director in developing and executing Apeiro Digital’s marketing strategy aligned with Universal Health Coverage (UHC), digital health, and organizational growth objectives.
• Translate strategic communications priorities into comprehensive marketing plans, campaign calendars, content roadmaps, and execution schedules.
• Develop and lead marketing strategies and campaigns for new business opportunities, digital health programmes, and strategic projects across Kenya and the wider East African region.
• Create, manage, and publish high-quality marketing content, including social media content, newsletters, website updates, blogs, press releases, executive presentations, and corporate communications.
• Ensure consistency of Apeiro Digital’s brand identity, messaging, tone of voice, and visual standards across all internal and external communication channels.
• Plan, coordinate, and execute marketing and communications activities supporting national and county-level programme launches, stakeholder engagements, conferences, events, and public awareness campaigns.
• Own and manage the organization’s social media platforms and digital marketing channels, including content planning, scheduling, audience engagement, and performance optimization.
• Collaborate with Product, Project Management Office (PMO), Training, Implementation, and Technical teams to ensure marketing content accurately reflects organizational initiatives and solutions.
• Monitor, analyze, and report on marketing campaign performance, digital engagement metrics, website analytics, and return on investment (ROI), providing recommendations for continuous improvement.
• Coordinate the development of marketing collateral, brochures, case studies, success stories, client references, and promotional materials supporting business development activities.
• Support media relations, public relations initiatives, and stakeholder communications to enhance Apeiro Digital’s visibility and thought leadership within the digital health ecosystem.
• Conduct market research and competitor analysis to identify industry trends, customer insights, and emerging opportunities that inform marketing strategy.
• Maintain and update marketing asset libraries, content repositories, editorial calendars, and campaign documentation.
• Support proposal development, bid submissions, and partnership engagements by preparing marketing content and corporate profiles.
• Identify opportunities to strengthen Apeiro Digital’s brand awareness, customer engagement, and market presence through innovative marketing initiatives and continuous improvement activities.

What we’re looking for

• Bachelor’s degree in Marketing, Communications, Business Administration, Public Relations, Journalism, Digital Media, or a related field.
• Minimum of 5 years’ experience in marketing, brand management, corporate communications, or strategic communications roles.
• Demonstrated experience developing and executing integrated marketing campaigns across digital, print, and event-based channels.
• Strong knowledge of digital marketing, social media management, content strategy, brand management, and audience engagement.
• Experience managing corporate websites, social media platforms, email marketing campaigns, and content management systems (CMS).
• Experience working closely with Public Relations (PR), Communications, Business Development, and Stakeholder Engagement teams.
• Strong copywriting, editing, storytelling, and visual communication skills with the ability to develop compelling marketing content.
• Experience planning and coordinating marketing activities for events, product launches, conferences, and stakeholder engagement initiatives.
• Proficiency in marketing analytics tools such as Google Analytics, Meta Business Suite, LinkedIn Analytics, or similar digital marketing platforms.
• Experience using content creation and design tools such as Canva, Adobe Creative Suite, Figma, or similar platforms is an advantage.
• Excellent project management, organizational, and multitasking skills with the ability to manage multiple concurrent marketing initiatives.
• Strong analytical, stakeholder management, presentation, and communication skills.
• Ability to work independently and collaboratively within a fast-paced, cross-functional environment.

Nice to have

• Experience developing marketing plans or go-to-market approaches for new programmes, products, or engagements.
• Experience working across multiple East African markets or supporting regional expansion.
• Experience in healthcare, digital health, technology, or development sector marketing.