Skills

  • Good Customer Service Skills
    9
  • 9
  • office management skills
    9
  • Team management and leadership
  • English and Kiswahili
    10

Experience

Gladwel Makena

Work experience
  • Maintaing data and records to ensure operational efficiency.
  • Managing staff members upholding standards, overseeing budgets and financial performance.
  • Scheduling and coordinating interviews.
  • Update and maintain employees records including contracts, leaves and appraisals.
  • Ensuring correct usage of resources.
  • Organizing and overseeing daily activities of the healthcare facility.
  • Developing work schedules employees and departments.
  • Communicating facility needs and goals to directors.
  • Collecting and evaluating patients and facility data to enhance patient care.
  • Creating and maintaing non material conditions suitable for staff.
  • Oversee front desk operations.
  • Management of patients journey and turnaround time in the facility.
  • Coaching staff new and existing on customer service and way to improve communication.
  • Noting clients feedback on areas of improvement.
  • Engage in corporate social responsibility and community outreaches.
  • Analyze customers feedback to refine marketing strategies.
  • Track and report key performance indicators and success.

Gladwel Makena

Work experience
  • September, 2023 - October, 2024
  • Fulltime
  • Processing transactions and efficiently handling cash, Mpesa and credit card payments
  • Documenting bank transactions by processing checks and online deposits in a proactive manner.
  • Ensuring all payments is properly designated in the databases.
  • Posting payments to appropriate accounts and maintaining logs of daily receipts
  • Coordinating activities with the accounting department to ensure the creation of daily reports.
  • Handling cash clearing and credit balancing activities along with determining and investigating unidentified accounts.
  • Clearing and finalizing patients on discharge once the bill is cleared.
  • Issuing the patient and the next of kin updated interim and final bills.
  • Collecting, confirming and processing NHIF for the patient on discharge.
  • Communicating and following up with patient’s insurances concerning payment of bill on discharge.
  • Receiving and receipting payments for all cash payers and co-pay as per the corporate schemes guidelines.
  • Validating patient is covered by insurance and advising all service points appropriately.
  • Obtaining deposits upon admission for cash payers and escalating in case of insufficient deposits.
  • Finalizing (consolidating) invoices from all service points in the ERP and attach supporting documents and forward to Credit Officer.
  • Communicating with patients and keeping them informed about their doctors’ appointments and programs.
  • Educating clients by explaining complex details in easy-to-understand terminology.
  • Presenting existing and prospective customers with valuable information to aid decision-making.
  • Managing a high volume of incoming calls by efficiently transferring callers to appropriate departments.
  • Implementing effective communication protocols to streamline call flow and reduce wait times for patients.
  • Managing time by prioritizing workload and juggling multiple tasks simultaneously.
  • Booking and canceling specialists clinics patient on the Hospital Management Information Syst

Related persons

Ferdinand OdangaAdministration, Customer service, Supply Chain
gladwell karangiAccounting, Administration, Business Development