Role Summary 

The role holder ensures client satisfaction by coordinating and facilitating the smooth flow of patients, visitors, and information within the framework of medical and administrative processes in the Hospital. 

Key Duties and Responsibilities 

Welcome and guide patients and visitors to achieve and sustain smooth flow of patient traffic in all departments. 

Accurately register patients into the hospital systems ensuring proper documentation and data quality. 

Create, store, and retrieve patient files (including electronic files) while maintaining confidentiality. 

Coordinate with all departments for proper billing and health records of patients. 

Receive payments by cash, mobile platforms, bank cards etc. as per hospital processes. 

Ensure accurate claim submissions by screening patient’s eligibility and scope of medical cover and adhering to insurances/corporates contractual requirements on pre-authorizations, admissions, discharges, etc. 

Reconcile daily revenue collections ensuring accuracy and completeness. 

Follow up with patients and insurances/corporates when payment lapses occur. 

Receive and direct or respond to telephone calls in a professional manner. 

Appropriately handle received deliveries and correspondence i.e. incoming emails and post. 

Attend to client concerns and record comments, suggestions and enquiries raised in various platforms to improve customer service. 

Book patient appointments - coordinate with the relevant specialist ensuring patients attend the right clinic, at the right time and the specialist is available to serve them. 

Prepare and timely submit dynamic progress reports, including reliable medical statistics, health information to the Supervisor. 

Perform any other duties as may be assigned by the Supervisor from time to time. 

Competencies Required 

Excellent customer service skills, empathetic to patients of all ages. 

Effective communication skills - listening, oral and written. 

Highly ethical, has integrity and observes confidentiality. 

Attention to detail. 

Confident, persistent, and assertive. 

Ability to multi-task, cope under pressure and work with minimum supervision. 

Highly organized with good time management skills. 

Analytical, problem solving, and conflict resolution skills. 

A team player with good people management skills. 

Qualifications and Experience 

Degree in Health Records and Information Management and registered by the Association of 

Medical Records Officers (Kenya); or Degree in Business Administration or Communication from a recognized institution. 

Knowledge of medical terminology, medical insurance billing and medical documentation evaluation. 

At least three (3) years’ experience in a similar position, preferably in a busy urban hospital setting. 

Good working knowledge of MS Office Suite (Excel, Word, PowerPoint, and Outlook) and Internet.