Penda Health

Clinical Coordinator (Front desk) at Penda Health

Nairobi, NairobiNairobiFull Time1 year

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Role Summary

The Clinical Coordinator will serve as the first point of contact at the Medical Centre, playing a key role in delivering a warm, efficient, and professional patient experience. The role holder will be responsible for coordinating front desk operations, supporting smooth patient flow, and ensuring accurate registration, billing, and documentation processes. Working closely with clinical and support teams, the Clinical Coordinator will help manage patient inquiries, appointments, and wait times while upholding Penda's service standards, values, and culture. This role requires strong customer service skills, attention to detail, and the ability to thrive in a fast-paced healthcare environment.

Key Responsibilities

Welcome patients warmly and provide a positive, professional experience.

Handle patient inquiries, complaints, and calls efficiently, escalating when necessary.

Coordinate with clinical and support teams to ensure smooth patient visits.

Manage wait times and keep patients informed about delays.

Handle billing and payments (Cash, Insurance, SHA, Corporate partners) following protocols.

Maintain accurate patient records, insurance submissions, and participation in Penda Front Desk Projects.

Manage appointments, petty cash, and relevant reporting.

Uphold Penda's culture and collaborate effectively with the Clinical Coordinators and Medical Centre teams.

Maintain a pleasant, organized, and efficient front desk environment.

Perform any other assigned tasks aligned to Front Desk operations and patient experience standards.

Key Qualifications & Attributes

Diploma in Front Office Administration, Customer Service Management, Business Administration, Health Records, or a related business field.

At least 1 year of experience in a customer-facing/front desk or reception role

Proven customer service and people skills, with experience working directly with clients or patients

Fluent in English and Swahili, with strong verbal and written communication skills

Basic computer literacy, good typing skills and the ability to use digital systems

Strong attention to detail with the ability to multitask in a fast-paced environment

Excellent organizational and time-management skills

Self-motivated, results-oriented, and able to work effectively both independently and as part of a team

Pleasant, professional demeanour with a positive attitude