Vacancies at Avenue Healthcare

Job Objective/Purpose

Ensure delivery of superior customer experience at all points of the patient journey and lead innovation and creativity towards continuous service improvement, client engagement, and client satisfaction.

Key Responsibilities

• Team leader for the client experience coordinators across the Group.
• Spearheads in the formulation of client experience systems and process across the Group.
• Lead the implementation of all systems and processes aimed at improving client experience including but not limited to NPS monitoring, floor management, appointments’ system, complaints’ management mechanisms, admission process, discharge process.
• Daily management and improvement of the patient journey and turnaround time.
• Oversee the call center performance and implement client follow up calls.
• Conduct daily customer care in-patient rounds, obtain feedback, generate reports, and follow-up with responsible departments.
• Proactively work with departmental heads to improve non-clinical services
• Conduct regular doctors’ satisfaction reports.
• Patient surveys - Gathers relevant feedback from clients regarding the level of service noting areas of commendation and those requiring improvement.
• Contribute to internal and external communications, this may include web content, social media, emails, printed advertisements, customer packs and more
• Oversee front desk and admission desk operations
• Supervise all front desk, admission clerks, and customer care officers.
• Act as the custodian of general grooming of all front-facing staff
• Coaching and development of new and existing staff, transforming communications and the way they work 
• Any other duty as assigned by the supervisor in line with the job description.

Person Specification

• Diploma in Business Management and any other related field. Bachelor's degree is preferred and an added advantage.
• 3 years' experience working in a customer-facing role, preferably in the healthcare or hospitality industry.
• Minimum of 3 years of relevant working experience.
• Confident, organized and with excellent communication.
• Critical thinking, analytical and problem-solving skills.
• Excellent interpersonal and a team player.
• Ethical, empathetic and customer focused

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Main Purpose of the Job- (Job Summary)

Provide and ensure quality obstetrics and gynaecology services within the Avenue group in line with the company policies and procedures

Main Responsibilities

• Attend to walk in and referred obstetrics and gynaecology patients both out and in patient.
• Offering obstetrics and gynaecology consultancy to all the doctors in Avenue Group.
• Oversee the obstetrics and gynaecology department
• Run the gynaecology and Antenatal clinics.
• Provision of superior diagnostic, preventative and interventional medical care. 
• Accurate and clear documentation of patient history, physical examination, investigations, and management.
• Provide clarity of investigations to be carried out and interpretation of the results and ensure update to the patients and the next of kin. 
• Facilitates patient admissions, necessary consents and discharges.
• Counsel clients on treatment and compliance to treatment (patient and family) while ensuring their participation in decision making in their management.
• Carry out procedures and surgical interventions (obstetric & gynaecological) while ensuring high quality of care/services and safety of patients.
• Conduct family conferences on need basis.
• Participate in morbidity and mortality meetings as required.
• Participation in incident reporting, root cause analysis and Quality Improvement Plan
• Participation in resuscitation of patients. 
• Conduct timely ward rounds and patient reviews 
• Facilitate Continuous Medical Education and mentorship to colleagues to build capacity to provide care.
• Acquiring new skills on best practices and assist in their implementation. 
• Maintain a positive work attitude and foster teamwork.
• Maintain patient privacy and confidentiality at all times.
• Ensure patient satisfaction through quality of care, communication, feedback and escalation through the standardized tool for patient satisfaction measurement and demonstrate follow-up and improvement.
• Ensure the facility is financially viable and demonstrate growth.
  • Increase the quality and diversity of services offered in the facility. Support marketing activities to ensure introduction of new services.
  • Ensure pre-authorizations have been sought 
  • Ensure timely and accurate billing of drugs and services.
  • Work closely with the credit controller to monitor patient limits.
• Ensure that Avenue corporate governance policies are adhered to. 
  • Prevent, detect and report any fraud or criminal activity
  • Timely review and implementation of audit recommendations
• Ensure adequate knowledge of all Avenue policies, procedures and systems as outlined in the HRMIS.
• Any other duty as assigned by your immediate supervisor in line with the job description.

Person Specification

• Experience in a hospital or clinic setting, preferably in gynaecology and obstetrics.
• Excellent surgical skills with a focus on patient safety and optimal outcomes.
• Effective communication and interpersonal skills to collaborate with patients, families, and healthcare professionals.
• Ability to thrive in a fast-paced and dynamic clinical environment.
• Commitment to continuous learning and professional development.
• Updated BLS, ACLS/ATLS certificate
• A valid Kenya Medical Practitioners’ and Dentists Board License (KMPDB) will be required.