Jobs at NHC Maisha

Ndonyo Healthcare is a private hospital based in Naivasha town. We currently have branches at Gilgil, Kwa Muhia off Moi Southlake Rd Naivasha and Naivasha Town. We are currently looking for a qualified and dedicated candidate to fill the following position;

JOB TITLE: Credit Controller – Town Branch 

Duties and Responsibilities include but are not limited to:

• Ensure monthly collection targets are met to support operational and investment cash flow stability
• Oversee effective billing and accurate revenue capture processes
• Drive improvements in cash flow and working capital by ensuring timely and accurate processing of accounts receivable and proactive debt collection.
• Achieve monthly, quarterly, and annual targets for receivables collection and reduction of debtor days.
• Manage the entire credit control and debt recovery lifecycle, ensuring all processes are executed accurately, efficiently, and within established timelines.
• Proactively monitor and manage accounts, identifying and addressing overdue payments and accounts exceeding credit limits or terms.
• Conduct thorough creditworthiness assessments for new and existing customers in collaboration with relevant departments.
• Perform regular reconciliation of debtor accounts, promptly investigating and resolving discrepancies.
• Develop and present regular reports on credit control performance, including aged debtor analysis, collection forecasts, and risk assessments.
• Recommend and implement improvements to credit control policies, procedures, and customer trading terms.
• Ensure accurate and timely issuance of client statements and invoices as per agreed schedules.
• Identify, report, and help mitigate revenue leakages across all hospital billing points.
• Perform any other related duties as assigned by management

Qualifications and Requirements 

• Bachelor’s degree in Finance, Accounting, Economics, or a closely related field.
• A professional qualification such as CPA(K) is highly desirable.
• Minimum of 3 years of proven direct experience as a Credit Controller in a similar setup
• Proficiency in hospital information systems and Microsoft Excel.
• Strong communication, negotiation, and analytical skills.
• High level of integrity, accuracy, and keen attention to detail

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Duties and Responsibilities include but are not limited to:

• Develop & implement customer service standards & policies to ensure positive patient experience throughout the customer journey.
• Serve as the escalation point for patient feedback and enquiries, assisting the receptionist with complex patient situations requiring intervention
• Review and escalate patient feedback to the relevant departments & follow through to ensure the feedback is resolved 
• Monitor and track patient feedback trends to identify recurring issues and give recommendations on areas of improvement
• Responsible for production of timely customer service reports based on key performance indicators.
• Implement effective tracking on customer service improvement plans.
• Play the role of the customers advocate to ensure they receive quality service from all functions of the hospital.
• Implement the Customer Events Calendar for the year and recognized world and national events.
• Direct, monitor and implement Customer Service Performance indicators-TAT and manage accurate daily, weekly and monthly quantitative reports to guide decision making.
• Effectively manage customer/client feedback with appropriate tools and approaches such as Customer Engagement forums
• Ensure effective management of customer complaints both internal and external.
• Set up institutional structures to motor, track and ensure customers concerns and resolved promptly
• Perform any other related duties as assigned by management

Qualifications and Requirements 

• Bachelor’s Degree in either of the following disciplines, Marketing, PR/ Communication, Customer Service or related studies
• Working knowledge of customer service software, databases and tools.
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to lead.   
• Strong client-facing and communication skills
• Customer service orientation/ Patient experience advocate
• Over three (3) years of relevant experience