CATHERINE MUUMBI

Customer Success Lead

• Job Details:Oversee front office operations, ensuring the smooth reception and comfort of patients. Coordinate with insurance companies to update and process patient insurance details. Manage and supervise the reception team, ensuring optimal shift coverage and staff performance. Handle outpatient invoices, ensuring accurate documentation, system input, and attachment of necessary forms. Facilitate communication between staff regarding insurance updates and approvals. Ensure efficient patient bookings in the system, including specialist consultations and admissions. Monitor evening shift admissions, ensuring all records are accurately entered into the system. Process and follow up on pre-authorizations and insurance approvals for various services, including dental treatments. Act as a liaison between patient and management in terms of service delivery improvement. Maintain accurate daily financial records, managing petty cash, and preparing handovers for the accountant. Generate and submit weekly customer service reports for inpatient and outpatient services. Conduct customer service training to all staff members. Handle all customer service queries and table them in the board meetings.

Front Office/Customer Service Executive

• Job Details:Lead patient registration and appointment scheduling for dialysis treatments. Prepare and submit pre-authorization letters to NHIF for patient treatment approvals. Manage incoming and outgoing calls, ensuring clear communication with patients and staff. Maintain a well-organized reception area, ensuring that patient queries are promptly addressed. Order necessary office supplies and maintain records of all stock and stationery items. Perform regular patient follow-ups and collect health data to monitor patient progress. Conduct home visits to assess patient well-being and provide health support. Educate the community on kidney health and raise awareness of the facility's services. Handle petty cash, process payments, and manage financial transactions as required. Perform general secretarial duties, ensuring smooth clinic operations and patient care.

Centre Manager

• Job Details:Oversee clinic opening hours, ensuring all staff adhere to their schedules and clinic policies. Manage daily revenue collection, banking, and reconciliation of all financial transactions. Supervise staff performance and resolve any operational issues to maintain a high standard of care. Ensure clinic licenses and branding materials are up to date and properly displayed. Develop and manage weekly duty rosters for all clinic staff. Oversee equipment maintenance, ensuring timely replacement or repair of malfunctioning items. Resolve patient queries efficiently, ensuring their concerns are addressed promptly. Monitor clinic performance, focusing on profitability and cost-effective practices. Ensure proper hygiene standards are maintained within the clinic premises. Collaborate with the marketing team to attract new patients and increase revenue. Prepare and send daily operational reports to the finance department for review.