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
Apply via :
pendahealth.applytojob.com
