Patient Support Manager at My 1health

About the Role

The Patient Support Manager has a pivotal role within our organisation, responsible for leading the patient support team to deliver exceptional service and patient care. This role focuses on building a culture of excellence, fostering continuous improvement, ensuring efficient and patient-centric support services, and maintaining compliance.

As the Patient Support Manager at My 1Health, you will lead a team of 12 Patient Support Specialists in Nairobi, Kenya, driving excellence in handling medical cases, overcoming challenges, and exceeding growth and revenue targets.

You will also work closely with other departments to ensure that patients receive holistic care and support throughout their treatment journey.

Key Responsibilities

• Strategic Leadership: Provide visionary guidance, setting clear goals for the Patient Support team to align with the organisation's mission, fostering a culture of continuous improvement.
• Patient Advocacy: Utilise solid healthcare knowledge to ensure accurate, empathetic patient responses and maintain the highest standard of care. Act as a champion for patient needs and voice, ensuring swift resolution of concerns for an enhanced patient experience.
• Team Management: Lead, mentor, and empower a team of 12 patient support specialists, driving top-tier, patient-centric customer service and continuous growth.
• Culture of Excellence: Build and maintain a culture of excellence within the team, focusing on patient satisfaction and high service standards.
• Training and Development: Implement regular training programs to enhance the team's skills and knowledge.
• Performance Evaluation: Implement structured assessments, offer regular feedback, and provide development opportunities to align with organisational objectives.
• Supervisor Development: Cultivate leadership skills within team supervisors, providing guidance and mentorship.
• Crisis Management: Lead and prepare the team for handling emergencies or unexpected situations.
• Promoting Team Well-being: Advocate for the well-being and professional development of team members.
• Operational Excellence and Process Improvement: Develop and document strategies for streamlining patient inquiries, issue resolution, escalation procedures and optimising workflow processes. Continuously refine processes for efficiency, collaborating with the tech team to automate processes using technology.
• Innovation in Patient Experience: Develop strategies to enhance patient experience and satisfaction.
• Revenue Strategy: Collaborate with the team to set and monitor monthly and quarterly revenue targets, striving for overachievement and identifying growth opportunities.
• Conversion Optimisation: Analyse conversion rates and devise monthly strategies for improvement, implementing data-driven decisions.
• CRM Utilisation and Data-Driven Decision Making: Optimise CRM systems for seamless patient interactions. Utilise data and analytics to inform strategies, improve support services, and drive strategic decisions.
• Reporting and Analytics: Generate comprehensive reports on team performance, KPIs, and vital metrics, using data insights to drive strategic decisions.
• Quality Assurance and Regulatory Compliance: Implement and oversee quality assurance protocols. Stay updated on healthcare regulations, ensuring precision, consistency, and compliance with all relevant laws and standards in countries of operation.

Requirements

Must Have

• Proven experience in managing customer support or patient support teams, with a minimum of 3 years of team management experience in a start-up environment.
• Bachelor's degree in a relevant field (business, healthcare, or management preferred).
• Willingness to learn about the healthcare industry
• Proficiency in CRM systems and software.
• Critical thinker who works well under pressure
• Robust analytical skills and ability to use data to drive decision-making.
• Excellent verbal communication and interpersonal skills.
• Exceptional leadership and mentoring abilities.
• Innovative mindset and adaptability to change.

Nice to Have

• Solid understanding of medical knowledge, with the ability to provide insights and guidance to the team (not compulsory but a bonus).
• Preferred experience in digital health tech, including familiarity with telemedicine platforms, healthcare software applications, patient engagement tools, and other digital health technologies and trends.
• Fluency in a second language.

What We Offer

• The opportunity to be part of a leading company transforming specialised healthcare access worldwide.
• A dynamic and inclusive work environment that fosters growth and professional development.
• Competitive starting salary with a bonus structure.
• Parental Leave