Clinical Coordinator ( Front Desk)

• 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.
  

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.