Client Service Representative at Terden Limited

• Our client, a busy cardiologist clinic in Nairobi, is seeking a highly organized, proactive, dedicated and professional Client Service Representative for the Appointment Booking Office. The primary responsibility of this role is to manage and coordinate the Senior Doctor\'s appointment schedule while ensuring seamless communication and collaboration with the front office staff. The representative will be responsible for handling all patient appointment inquiries and communications via phone calls, WhatsApp, SMS messages, and emails, ensuring timely and professional coordination with the Senior Doctor.
• This role requires excellent communication skills, attention to detail, and the ability to multitask effectively in a fast-paced medical environment. 

Key Responsibilities:

Appointment Management & Coordination:

• Manage the Senior Doctor's appointment schedule efficiently, ensuring minimal conflicts and optimal time utilization.
• Coordinate with the front office staff to ensure proper scheduling alignment and avoid overlaps or scheduling errors.
• Confirm and follow up on patient appointments through various communication channels.
• Work closely with the receptionist and other front office staff to manage the scheduling of patient appointments with the other doctors, 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.

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.

Patient Education and Communication:

• Respond promptly and professionally to all patient inquiries received through phone calls, WhatsApp, SMS, and emails.
• Provide accurate information regarding appointment availability, clinic policies, and patient preparation instructions.
• Assist in explaining clinic procedures, medical billing, and insurance policies to patients and family members.
• Address patient concerns with empathy and escalate any complex issues to the Senior Doctor or clinic management.
• Provide patients with clear and accurate information about their treatment plans, test results, and follow-up procedures in collaboration with clinical staff.
• Serve as a liaison between patients and healthcare providers, conveying messages and relaying information as needed.

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.

Coordination and Collaboration:

• Act as a liaison between the Senior Doctor, front office staff, and patients to ensure clear communication.
• Communicate any schedule adjustments or patient concerns to the Senior Doctor promptly.
• Collaborate with the medical team to ensure smooth patient flow and an excellent service experience.

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.
• Maintain accurate and updated records of patient appointments, cancellations, and reschedules.
• Keep digital communication logs for quality monitoring and process improvement.
• Assist with basic administrative tasks related to patient scheduling and documentation.

Core Competencies/Skills:

Client Service & Patient-Centered Care:

• Exhibits a client/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 exceptional verbal and written communication with the ability to communicate clearly and empathetically with patients and staff while conveying medical information and instructions clearly.
• Effective at communicating with clinical staff and external partners, facilitating seamless patient care coordination.

Organizational Excellence:

• 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 resolving scheduling conflicts and addressing patient concerns and 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 using digital communication tools (e.g., WhatsApp, SMS, email), medical billing systems, insurance verification platforms and scheduling software.

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.

Team Collaboration and Professionalism

• Ability to work collaboratively with both the Senior Doctor and front office staff.
• Ability to handle confidential patient information with discretion and in compliance with clinic policies.

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. 
• Familiarity with appointment scheduling software and electronic health record (EHR) systems.
• Strong command of English and proficiency in written and verbal communication is required.

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.