​​​JOB SUMMARY


The successful candidate will be expected to ensure a provision of quality and efficient services to our customers and to safeguard the Hospital revenue collection on the bills incurred by the clients, resolving all issues raised internally and externally about the outstanding bills and to ensure patients discharge process and clearance are done properly.


KEY... RESPONSIBILITIES


Compile and update the statement of accounts for insurance companies
Dispatch of claims and negotiation and collection of payment
Ageing reports/Budgeting and Forecasting
Ensure compliance with legal regulations, hospital policies, and ethical standards in credit control activities
Update the operating system with payment and allocate them to corresponding invoices
Oversee the issuance of accurate invoices promptly
Engage debtors for periodic reconciliation and sign offs
Follow up on overdue invoices and payments and implement company collections procedures as necessary
Resolve Billing queries from patients, insurance companies and colleagues professionally
Implement strategies for efficient collections from insurance companies and other healthcare payers
Follow standard operating procedures and work procedures
Prepare regular reports on the status of credit and collections
Liaise with case management and Billing Department to resolve claim Disputes
Collect cheques and remittance advices for online payment from insurance companies


QUALIFICATIONS


Bachelor's degree in Finance /Accounting option
CPA 11 or equivalent
A minimum of 2 years' experience in Hospitals Credit Control
Formal training in customer care or equivalent demonstrated.


JOB SKILLS


Excellent communication skills
To be thorough and pay attention to detail
Excellent Customer Service Skills, Team player
Commitment, Confidence and Persistence more

JOB SUMMARY

To cultivate a safe, secure and healthy environment for patients, colleagues and staff and provide exceptional quality care services to patients and their family members.
To recognize symptoms and signs of various illnesses, injuries and order appropriate tests and prescribe treatments

KEY RESPONSIBILITIES

Evaluate patients and provide appropriate medical attention and... treatment for illness, injury, and routine care.
Manage patients at the outpatient and inpatient while doing ward rounds.
Create care plans, coordinate diagnostic tests and counsel patients on preventive healthcare practices.
Prescribe, administer, and dispense medication in accordance to set national guidelines.
Document all patient evaluations, treatments, medications, and transactions according to organizational policies and procedures.
Participate in Hospital Marketing activities as and when needed to do so as well as lead health talks.
Appropriately and timely admission of patients who require inpatient care
Maintain accurate and secure electronic medical records for patients.

QUALIFICATIONS

Bachelor of Medicine and Bachelor of surgery
Registration with the Kenya Medical Practitioners and Dentists Council.
Certificate in ACLS, BLS will be an added advantage
Valid Practice License.
Professional Insurance Indemnity Cover.
Proficiency in computer applications.
At least three years of working experience as a Medical Officer in a busy hospital.

JOB SKILLS

Good Communications skills both written and spoken
Team Player
Excellent customer service skills
Good interpersonal skills more

JOB SUMMARY:
To ensure accurate and complete billing of patient services in accordance with Imara Hospital's Policies, procedures, standards and strategies
KEY RESPONSIBILITIES:

Welcome clients by offering good customer service.
 Assist in phone handling both internal and external calls.
 Verification of clients validity for different insurances.
 Billing both cash and corporate... clients.
 Preauthorisation process as per the insurance requirements.
 Handling admissions and with time discharges.
 Providing the required reports and responding to inquiries concerning billing.
 Ensure Client satisfaction through optimmal quality of care, effective communication, timely feedback and escalation of unresolved issues.
 Adhere to all Imara Hospital policies and procedures.
 Perform and other duties assigned by Team Lead

QUALIFICATIONS:

 Degree or Diploma in Business Administration, Economics, Finances or the other business related fields from a recognize institution.
6 months attachment/internship experience
 Proficient in computer applications

JOB SKILLS:

Good communications skills both written and spoken
Team player
 Excellent customer service skills
 Good interpersonal skills more

JOB SUMMARY:
To ensure accurate and complete billing of patient services in accordance with Imara Hospital's Policies, procedures, standards and strategies
KEY RESPONSIBILITIES:

 Ensure smooth Billing and invoicing process in both cash and corporate.
 Preauthoriasation process as per the insurance requirements.
 Handling admissions and discharges.
 Providing the required reports and... responding to inquiries concerning billing.
 Ensure no pending unreceived transactions.
 Ensure clients satisfaction through optimal quality of care, effective communication, timely feedback and escalation of unresolved issues.
 Resolve incoming queries on billing from patients, insurance companies, consultants or colleagues in a professional and efficient manner.
 Perform any other duties assigned by Team Lead.

QUALIFICATIONS:

 Degree or Diploma in Business Administration, Economics, Finances or the other business related fields from a recognize institution.
Partial accounting qualification ie. CPA Part II or ACCA will be an added advantage
Minimum of one (1) year's experience
Proficient in computer applications

JOB SKILLS:

 Good communications skills both written and spoken
 Team player
 Excellent customer service skills
 Good interpersonal skills more

Academic Qualifications and Experience Required:

Kenya Registered community health Nurse (KRCHN) or Kenya Registerd Nurse/ Midwife (KRN/M)
Valid Practice License from the nursing council of kenya
At least 3 years work experience in a busy hospital

Academic Qualifications and Experience Required:

Bachelor of Science in Nursing (BSCN) or Kenya registered community health nurse (KRCHN) or kenya registered nurse/ midwife (KRN/M)
Valid practice from the nursing council of kenya
At least 7 years work experience in a busy hospital 2 of which must be in a leadership position

MINIMUM ACADEMIC QUALIFICATIONS REQUIRED

Bachelor in Dental Surgery from a recognized instituition
At least 3 years working experience in a similar position in an outpatient facility
Registration with KMPDB and currrent your retention certificate 
Leadership Skill
Team Player
Critical thinking skills
Basic computer application skills

ROLE SUMMARY
To ensure Imara Hospital provides a great customer experience both physically & on digital platforms. Through establishing & maintaining the primary link between the organization, its staff and the clients Imara serve. This will be achieved by ensuring a smooth client centric hospital experience, contact centre, well-coordinated digital marketing, and implementation of insights... gained through research & experimentation
SPECIAL SKILLS AND COMPETENCIES REQUIRED

Client experience and digital marketing
Internal marketing and strategy to internal marketing
Establish and maintaining excellent customer relationships
Listening skills
Ability to resolve conflicts and difficult situation
Remain calm in demanding and high tension situations
Excellent at communication with staff, clients, and other stakeholders
Good organizational and planning skills
Able to comfortably work with computers and tech savvy
Ability to conduct and review research end-to-end
Creating and presenting analytical reports
Ability to create relevant online/ digital content
Ability to multitask/ task shift between different departments and functions efficiently

DUTIES:

Ensuring coverage of client experience desk/ enquiry desk/ contact centre
Managing inbound and outbound calls
Patient appointment management
Management of doctors on duty and room allocation, be aware of the doctors on duty and doctors expected and their time of arrival
Ensuring strict client service standards and etiquette are maintained by all staff in the hospital
Facilitates smooth patient flow through the hospital at all service points, “conveyor-belt” like, cyclical movement of patients in the shortest time possible.
Ensure timely response to inquiries by patients, prospective patients, and visitors in a courteous manner.
Enquiry management and recording for recommendation of most sought for services.
Monitoring and report on key performance indicators such as patient visits and customer satisfaction rates etc.
Analyzing marketing and communications journeys across events and digital and traditional campaigns which may include direct mail, edms, sms, phone calls
Formulation and review of relevant policies and procedures
Conflict/ dispute resolution amongst staff and other stakeholders
Ensure digital marketing activities are conducted as per management plans
Ensure client centric digital content creation by all departments.
Ensure frequent customer and market surveys are conducted and insights integrated into decision making.
Ensuring every customer of IMH Hospital receives the best Experience.
Educate colleagues on the various ways to humanize patient experience based on feedback from individual patients and their families.
Handling customer complaints to completion in-line with the hospital Customer Experience policy.
Conducting regular ward rounds in conjunction with other team leaders to interview patients, inquire about their respective experiences’ and address any matters that may require immediate attention.
Conducting monthly training to all staff on customer experience and internal marketing
Perform external marketing under the guidance of the marketing manager/marketing team

LEVELS OF AUTHORITY

Direct Reports to head of Client experience

EXPECTED PERFORMANCE STANDARDS

Ensure at >30% of patients attended at outpatient fill in a customer feedback surveys
Ensure 100% of patients atteneded in the ip fill in a customer feedback surveys
Any patient inquiries are responded within 24 hrs
Ensure social media inquiries and comments are responded to within 30mins
Ensure each major department (lab, pharmacy, clinical, & nursing) creates and posts at least 1 written and video blog each month
Training on digital marketing
Achieve a minimum of 40hrs training annually

ACCOUNTABILITY

Responsible for ensuring 5s policy is maintained at their work station
Exceptional client service on site and on digital platforms
Ensure the social media and web platforms are kept up to date with accurate information
Ensuring clients are given the correct information on time
Ensure accurate patient bookings with the relevant specialist, so that patients attend the right clinic at the right time & the specialist is available to serve them.
Ensure good client service phone etiquette is always maintained
Protects patient confidentiality, making sure protected health information is secured by not leaving documents in plain sight and logging off the computer before leaving it unattended

JOB CONDITIONS

Minimum 48 working hrs per week
Extra hours are compensated as per overtime policy
Might be required to work Holidays and weekends as the hospital remains open 24/7
It includes occasional travel to different organizations and communities during scheduled marketing activities e.g. Health talks, community outreach and wellness programs
Travelling allowance as per the job group
Entitled to 30 days annual leave.

MEASURES

Monthly client service performance reports
Monthly digital marketing performance reports
Ensure monthly reports are submitted by the 5th of every month
Monthly Customer satisfaction surveys
Biannual market surveys

PEOPLE MANAGEMENT

Provide leadership for all inquiry desk & digital marketing staff
Receive and coordinate all new visitors and clients
Ensure smooth flow of information between different departments and patients
Prevent and resolve conflicts between clients and the organization or its employees
Ensure all staff are trained on appropriate client service etiquette
Form a part of the Imara team and ensure collaboration between departments

MINIMUM ACADEMIC QUALIFICATIONS REQUIRED

A Bachelor’s degree/ diploma in any relevant field

MINIMUM WORK EXPERIENCE REQUIRED

A minimum of 2 years’ experience in client experience, marketing, call center or front office in a busy and reputable organization. Working experience in a busy hospital is highly encouraged

SPECIFIC COMPETENCIES (e.g. software application skills, strategic planning, analytical & results orientation…)

Experience in conducting customer surveys and market research
Analytical skills in reviewing and analyzing research data to build useful insights
Experience and training in customer service Tech savvy and knowledgeable about current digital trends
Comfortable with the basic Microsoft packages (word, excel)
Experienced in reporting writing
Experienced in creating and reviewing standard procedures and policies
Great public speaking and presentation skills more