Latest Recruitment at Avenue Healthcare

Job Objective / Purpose

Provide overall strategic and operational leadership and oversight for the entire hospital as its most senior leader by leading the implementation of the hospital's strategic plan through clinical quality, business growth and sustainability, people, and marketing and branding, while upholding Avenue Healthcare's core values and defined policies, protocols, procedures, and standards.

Key Responsibilities

Growth & Sustainability

• Lead strategic planning, annual budgeting, and financial performance oversight for the hospital in line with the Avenue Healthcare group strategy.
• Drive clinical and commercial growth through medical gap analysis, service expansion, and specialist attraction, retention, and engagement to grow volumes, referrals, and market share.
• Build and maintain strong relationships with the Ministry of Health, Insurers, corporate clients, and other key business development stakeholders.
• Drive outpatient, theatre, and occupancy performance, and ensure efficiency through strategic cost management (stock, employment costs, and overheads) and effective revenue cycle management to exceed the budgeted bottom line.

 People Management

• Lead, develop, and manage a competent, motivated senior management team and a highly skilled, multidisciplinary, and flexible specialist workforce.
• Identify human resource needs, initiate recruitment, and ensure optimal staffing, capability, and productivity in liaison with HR.
• Drive succession planning, talent management, professional growth, and a culture of accountability and high performance across the hospital.
• Oversee performance management, leave management, and effective change and conflict management.

Quality, Patient Safety & Clinical Governance

• Promote and enforce medical ethics and professional standards (autonomy, informed consent, confidentiality, beneficence, and non-maleficence), and ensure compliance with all licensing, statutory, and regulatory healthcare obligations.
• Ensure provision of safe, cost-effective, and quality patient care by enforcing hospital policies, guidelines, and evidence-based clinical practices for all specialists and staff.
• Monitor, evaluate, and report clinical quality indicators, International Patient Safety Goals (IPSGs), and clinical outcomes.
•  Establish and oversee functional clinical governance committees, maintain the hospital-wide risk register, and ensure timely root cause analysis, corrective actions, and quality improvement initiatives across all departments.
• Drive attainment and sustenance of accreditation standards, and ensure accurate statutory reporting.

Branding & Marketing

• Develop and execute the hospital's annual marketing plan, and oversee the delivery and monitoring of all marketing and community engagement activities.
• Identify and build valuable partnerships that enhance the hospital's market positioning and brand equity.
• Supervise the hospital marketing officers and leverage Avenue Healthcare's mainstream and social media assets to promote services.

Corporate Governance & Compliance

• Uphold Avenue Healthcare corporate governance and compliance standards, including detecting and preventing any fraud or criminal activities, and implementing audit recommendations.
• Perform any other duties as may arise from time to time and as directed by management.

Person Specification

• A degree in medicine, business administration, health systems management, or equivalent
• A postgraduate qualification (MBA or equivalent)
• Minimum 5 years of progressive healthcare management experience, with at least 3 years in a senior leadership role
• Demonstrated experience in hospital operations, financial management, and multidisciplinary team leadership
• Strong understanding of clinical governance, quality improvement, and patient safety frameworks
• Excellent strategic thinking, business acumen, and results-oriented leadership 
• Strong interpersonal, communication, and stakeholder engagement skills, with high integrity and emotional intelligence

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Job Objective / Purpose

Provide strategic and operational leadership for the hospital's clinical services, and a member of the SMT,  ensuring safe, high-quality, efficient, and financially sustainable care, translating hospital strategy into executable clinical operations plans, strengthening clinical governance, optimizing service-line performance (medical services, laboratory, pharmacy, radiology, consultants), and delivering excellent patient experience in line with hospital protocols and standards.

Key Responsibilities

People Management

• Workforce planning: liaise with the GM/HR on optimal staffing levels, reallocation per need, and efficient use of overtime and locums.
• Engagement & development: hold regular staff engagement and monthly staff meetings with documented attendance; participate in recruitment, orientation, mentoring, coaching, and development of clinical staff.
• Recognition & discipline: ensure deserving staff are recognized and disciplinary matters are managed appropriately, in liaison with HR.
• Supervision & compliance: supervise all unit managers  across Clinical and Allied and doctors, including Consultants, Pharmacy, Laboratory, and Radiology; maintain an up-to-date clinical staff register with valid practice licenses and CPD points as required by law; ensure clinical staff accurately perform assigned procedures (admission, discharge, drug administration, clinical observations, infection control, etc.) and lead performance appraisals.

Clinical Operations

• Governance & risk: lead clinical governance structures (Quality & Patient Safety committees, audit cycles, SOP compliance), close out Quality Improvement Projects and corrective actions, report medico-legal issues to the CMO, and own the clinical risk agenda including incident reporting, trend analysis, RCA facilitation, action tracking to closure, and feedback/learning loops.
• Service growth: expand the range of clinical services; recruit and retain specialists; lead admitting/consulting privileges; build and maintain a specialist engagement model through regular forums and an enabling environment.
• Operational efficiency: ensure timely, appropriate investigation and treatment including smooth admission processes; coordinate multidisciplinary care and monitor turnaround time; ensure equipment, services, and supplies are adequate and in good working condition; serve on the hospital crisis management committee per its terms of reference.

 Financial Management

• Lead development and execution of the Clinical Operations budget and plan aligned to hospital strategy; manage costs within budget; ensure timely, accurate billing of drugs and services, through enforcement of exclusions, pre-authorizations, proper documentation, and follow-through with credit control.

Governance & Compliance

• Ensure adequate knowledge of, and compliance with, all Avenue Healthcare policies, procedures, and systems, particularly those governing medical services, and ensure corporate governance policies are adhered to, including preventing, detecting, and reporting fraud or criminal activity, and implementing audit recommendations.

Person Specification

• Postgraduate or Master's degree in a relevant medical field
• Valid Kenya Medical Practitioners' and Dentists Board (KMPDB) licence
• Valid certification in BLS, ACLS, or ATLS
• 5+ years of medical experience, including at least 2+ years in clinical operations and management
• Customer-focused and results-oriented

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Job Objective / Purpose

Ensure delivery of superior customer experience at all points of the patient journey, and lead innovation and creativity toward continuous service improvement, client engagement, and client satisfaction , setting and sustaining consistent client experience standards for the Hospital.

Key Responsibilities

Client Experience Strategy & Systems

• Spearhead the formulation and continuous improvement of client experience systems and processes across the Group, including NPS monitoring, floor management, the appointments system, complaints management mechanisms, patient registration processes,  and improvement of the patient journey and turnaround time.

Feedback, Service Recovery & Complaints Management

• Conduct daily in-patient customer care rounds to gather feedback, generate reports, and follow up with responsible departments to close the loop.
• Own the client complaints resolution process end-to-end, applying structured service recovery practices to resolve dissatisfaction promptly, rebuild client trust, and prevent recurrence.
• Conduct regular patient satisfaction surveys and doctors' satisfaction reports, gathering feedback on both commendations and areas requiring improvement, and escalate trends to departmental heads and leadership, and lead corrective actions.

Front Office & Team Leadership

• Oversee front desk and customer service desk operations, and supervise all front desk and customer care staff.
• Act as custodian of grooming and presentation standards for all front-facing staff.
• Coach and develop new and existing client experience staff, embedding service excellence behaviour and transforming the way they communicate and work.

Call Centre & Digital Engagement

• Oversee call centre performance and implement structured client follow-up call programmes.
• Contribute to internal and external communications, including web content, social media, email, printed advertisements, and customer packs, ensuring a consistent client experience across all touch points.

 Cross-Functional Collaboration & Continuous Improvement

• Proactively partner with departmental heads to identify and resolve gaps in non-clinical service delivery.
• Stay current on client experience best practice, benchmark Avenue Healthcare's performance against industry standards, and recommend innovations for continuous improvement.
• Perform any other duties as assigned by the supervisor in line with the job description.

Person Specification

• Degree in Business Management, Hospitality, Communications, or a related field
• Minimum 3 years' experience in a customer-facing leadership role, preferably in healthcare or hospitality
• Confident, organized, with excellent verbal and written communication skills
• Critical thinking, analytical, and problem-solving skills, with the ability to interpret client feedback data and translate it into action
• Excellent interpersonal skills and a collaborative team player
• Ethical, empathetic, and genuinely customer-focused
• Proficient in Microsoft Office and client feedback / CRM systems
• Working knowledge of service recovery principles and patient experience frameworks (e.g., NPS, CSAT)
• Certification in Customer Experience Management (e.g., CCXP) is an added advantage