Responsibilities:

• Job Summary:
• Reporting to the HR & Administration Director, the OPD Services Manager will be responsible for
• quick turnaround and smooth flow of OPD end-to-end services which include arrival & reception;
• registration; queue management; waiting room; triage; consultation with clinical team;
• any diagnostic and auxiliary services; pharmacy services to payment and discharge from Tenwek
• Hospital.
• The position will also oversee the administrative functions of OPD in main Hospital
• and in outstations – Bomet Annex, Kaboson and Ngiito ensuring adequate staffing, timely attendance
• and high performance in the department. The Manager monitors patient volumes, quality of care, and
• and performance of staff to identify areas for improvement.
• Roles & Responsibilities
• Operational Leadership:
• Spearhead the development and implementation of the Hospital service charter for various OPD
• services to ensure patient-centered care.
• Regularly monitor and report on Key Performance Indicators (KPIs), recommending strategies for
• improvement in performance, productivity, and profitability.
• Oversee the administrative operations of the OPD, ensuring efficient workflow and alignment with
• organizational goals.
• Manage patient volumes and streamline service delivery processes to improve turnaround times
• and customer satisfaction.
• Collaborate with section in-charges to optimize scheduling and caseload management.
• Ensure timely reporting and attendance of staff in OPD.
• Direct staff meetings and keep staff appraised on new developments.
• Quality Improvement:
• Drive continuous quality improvement through the development of SOPs, procedures, manuals
• and training materials.
• Initiate and participate in training programs to enhance the skills of OPD staff, ensuring
• adherence to best practices.
• Proactively collect and analyze patient feedback to improve service delivery.
• Implement quality improvement measures that align with ISO 9001:2015 standards.
• Assist in the development of outcome and satisfaction measures, collecting data to raise
• efficiency and effectiveness.
• Staff and Resource Management:
• Participate in the recruitment, orientation, and training of OPD staff.
• Develop and maintain records of staff productivity and compliance with organizational standards.
• Manage staff schedules, attendance, and leave requests to ensure optimal departmental performance.
• Address staff performance issues through training, coaching, and other interventions as needed.
• Provide the necessary tools and equipment to ensure staff efficiency and effectiveness.
• Review and approve leave requests from OPD staff.
• Data Management and Reporting:
• Maintain statistics on departmental activities, leveraging data for strategic decision-making
• Monitor the performance of the Hospital Management Information System (HMIS) and facilitate quick
• resolution of issues.
• Prepare and present regular reports on department performance, including financial and operational
• metrics
• Maintain records of weekly productivity per staff member by hours billed
• Patient Experience:
• Act as the point of contact for addressing patient complaints and concerns, ensuring timely and
• effective resolution.
• Implement strategies to enhance customer satisfaction and loyalty, including improved turnaround
• times and reduced complaints.
• Design and deliver patient-centric service enhancements to align with the mission and vision
• of Tenwek Hospital.
• Proactively get feedback from patients and customers on the quality of services provided in the
• hospital.
• Compliance:
• Ensure compliance with local laws, regulations, and accreditation standards for outpatient services
• Monitor adherence to safety, infection control, and licensing requirements.
• Other Responsibilities:
• Identify systemic challenges and recommend solutions for systemic improvements.
• Participate in hospital committees, including disciplinary and quality assurance committees,
• to support organizational goals.
• Help OPD staff obtain professional licenses.
• Identify and address systemic issues or individual staff problems related to diagnostic skills,
• fidelity to treatment protocols, documentation, etc.
• Recommend or complete plans such as in-service training and individual counseling to ameliorate
• problems.
• Any other duties assigned by the HR & Administration Director.

Requirements:

• Required Qualifications & Experience.
• A combination of experience, education, and/or training which substantially demonstrates the following knowledge and skills, and the ability to perform a range of duties similar to those listed above.
• Bachelor’s degree in Health Systems Management, Healthcare Management, or a related field.
• 5 years’ experience in health care management with supervisory experience
• Must have ability to accurately plan work assignments, prioritize tasks and deliver deadlines
• Must have knowledge in use of MS office packages
• Principles and practices of outpatient service delivery systems of care
• Principles and methods of management organization, budgeting and staffing applicable to health care programs
• Applicable local laws, rules and regulations as may apply to an outpatient clinic; safety and infection control practices and licensing requirements
• Working Knowledge:
• Principles of supervision, including training, directing, evaluating and supervising staff.
• Management systems and concepts.
• Should demonstrate ability to understand and manage patient process flows
• Financial management, coding and reimbursement systems for outpatient services regulated Must have ability to handle customer care/experience concerns
• Social Health Authority (SHA) and other medical insurance providers.
• Quality improvement principles and practices.
• Skills:
• Plan, organize, direct, schedule, set performance standards and evaluate the work of a multi-disciplinary staff
• Devise and adapt work procedures and processes to meet changing needs
• Understand, interpret, explain and apply laws, regulations, policies and written and oral directions
• Effectively solve problems and follow up on all patient complaints and staff concerns.
• Prepare and present clear and concise reports, instructions and correspondence.
• Design and deliver in-service education and training programs and assess their effectiveness
• Provide excellent and courteous customer service and establish and maintain effective working relationships with those contacted during the course of work.
• Identify and report significant opportunities to improve overall service for quality of care to HR & Administration Director
• Must be aligned to the mission and vision of Tenwek Hospital.

Benefits

• Generous vacation package that increases with tenure in addition to sick days, personal days and your birthday off too!
• Strong company culture and happy work environment!