PATIENT RELATIONSHIP OFFICER AND CARE MANAGER

Premier Hospital is a specialized private hospital located in Nyali, Mombasa offering high quality emergency, outpatient and inpatient care. We have a patient centered culture, and our approach is to provide comprehensive healthcare, which is focused on all aspects of patient’s health and overall well-being. Our service delivery model is anchored on Compassion, Care and Competence.

B.MAIN DUTIES AND RESPONSIBILITIES

1.Patient Relationship Management:

• Serve as the primary point of contact for patients and their families throughout their care journey.
• Address patient inquiries, concerns, and complaints in a timely and professional manner.
• Build and maintain strong relationships with patients, fostering trust and ensuring a positive experience.
• Monitor patient satisfaction levels and implement strategies to improve the overall patient experience.

2.Care Coordination:

• Develop, implement, and monitor individualized care plans in collaboration with healthcare providers.
• Coordinate patient care activities, including scheduling appointments, follow-ups, and coordinating with specialists.
• Ensure continuity of care by keeping patients informed about their treatment plans and any changes in their care.

3.Communication:

• Act as a liaison between patients, families, healthcare providers, and other hospital departments.
• Facilitate clear and effective communication between all parties involved in patient care.
• Provide patients and families with information about available services, treatment options, and support resources.

4.Documentation and Reporting:

• Maintain accurate and up-to-date records of patient interactions, care plans, and outcomes.
• Prepare reports on patient satisfaction, care outcomes, and other relevant metrics for management review.
• Ensure all patient information is handled confidentially and in compliance with relevant laws and regulations.

5.Patient Advocacy:

• Advocate for patients' needs and rights within the healthcare system.
• Assist patients in understanding their medical conditions, treatment options, and healthcare rights.
• Help patients navigate the healthcare system and access the necessary resources and support.

6.Quality Improvement:

• Participate in quality improvement initiatives aimed at enhancing patient care and experience.
• Identify areas for improvement in patient services and collaborate with other departments to implement changes.
• Monitor and evaluate the effectiveness of care management programs and make adjustments as needed.

7.Education and Training:

• Educate patients and families about their healthcare options, treatment plans, and post-care instructions.
• Provide training and support to healthcare staff on patient relationship management and care coordination best practices

C.MINIMUM REQUIREMENTS/ QUALIFICATIONS

• Bachelor’s degree in nursing (BSN) or equivalent. A master’s degree in healthcare management or a related field is preferred.
• Registered Nurse (RN) with a valid practicing license.
• At least 5 years of experience in nursing and healthcare management, with a focus on patient care and customer service.
• Customer Care training. 
• Strong leadership and team management skills.
• Excellent communication and people skills.
• Ability to manage stressful situations and resolve conflicts effectively.
• Proficiency in healthcare management software and systems.
• Knowledge of regulatory requirements and standards in healthcare.

D. KEY JOB REQUIREMENTS

• Patient-Centered Care: Demonstrates a commitment to providing high-quality care and exceptional patient experiences.
• Leadership: Inspires and motivates teams to achieve goals and deliver outstanding service.
• Problem-Solving: Identifies issues and develops effective solutions to enhance patient care and operations.
• Communication: Communicates clearly and effectively with patients, staff, and other stakeholders.
• Adaptability: Adjusts to changing situations and environments with a positive attitude.
• Teamwork: Fosters collaboration and cooperation among team members and across departments.
• Corporate Engagement: Builds and maintains strong relationships with corporate clients and insurance partners.