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Client Experience Manager
S HL/HRD/04/02 /24 : CLIENT EXPERIENCE MANAGER
Purpose of the Job:
Ensure delivery of superior customer experience at all points of the patient journey and lead innovation and creativity towards continuous service improvement, client engagement, and client satisfaction.
Responsibilities:
- Spearheads in the formulation of client experience systems and process across the Hospital
- Lead the implementation of all systems and processes aimed at improving client experience including but not limited to appointments ’’, complaints ’ management mechanisms, admis sion process, discharge process etc.
- Daily management and improvement of the patient journey and turnaround time.
- Oversee the call center performance and implement client follow up calls.
- Conduct daily customer care in patient rounds, obtain feedback, generate reports, and follow up with responsible departments.
- Proactively work with departmental heads to improv e non clinical services
- Conduct regular doctors ’ satisfaction reports.
- Patient surveys Gathers relevant feedback from clients regarding the level of service noting areas of commendation and those requiring improvement.
- Contribute to internal and external communications, this may include web content, social media, emails, printed advertisements, customer packs and more
- Oversee front desk and admission desk operations
- Supervise all front desk, admission clerks, and customer care officers.
- Act as the custodian of general grooming of all front-facing staff
- Coaching and development of new and existing staff, transforming communications and the way they work
- Any other duty as assigned by the supervisor in line with the job description.
Key Competencies:
- Bachelor’s degree in Business Management Public Relations, marketing or any other relevant field
- At least five (5) years ’ experience working in a customer-facing role, preferably in the
healthcare or hospitality industry. - Must have Customer care training.
- Effective communication skills listening, oral and written.
- Excellent critical skills.
- Problem solving, conflict resolution and crisis management skills.
- Analytical and decision making skills with creative ideas that are customer friendly and
in line with hospital CX goals - Good time management skills
Nurses – 2 Posts
SHL/HRD/04/02/24: NURSES (2 POSITIONS)
Purpose of the Job:
To provide professional and compassionate nursing care to patients by following established standards and practices. It involves promoting and restoring patients ’ health by completing the nursing process; collaborating with physicians and multidisciplinary team members; providing physical and psychological support to patients.
Responsibilities:
- Preparing equipment and ensuring examination rooms are clean and stocked with required supplies and materials;
- Triage of patients; taking vital signs
- Identifying patient care requirements by establishing personal rapport with patients and other persons in a position to understand care requirements
- Decontaminate and sterilize used instruments and treatment rooms
- Providing counseling services to patients as and when necessary
- Keep file and records for each patient
- Undertaking health talks both at personal and collective level
- Aiding physician as required during treatment, examination, emergencies and surgical procedures
- Ensuring Triage is well stocked with emergency trays and drugs are within expiry dates.
- Liaising with the Pharmacy in case of any drugs in emergency tray that are close to expiry
- Participate actively in periodic stock take exercise to ensure minimal stock losses
- Assuring quality of care by adhering to therapeutic standards
- Follow up of patients after attending to them when necessary
- Maintains strict confidentiality, and treats staff, physicians, visitors and patients with dignity and respect
- Responding to telephone inquiries relating to patients, lab requests, x-rays, prescription requests, etc.
- Take an active role in co-coordinating appointments for specialist referrals, x-rays, lab testing, etc and conveying pertinent instructions and information to the patient
- Requesting and transferring of patient records where required
- Maintain a sterile environment in organizations and during emergency
- Performing any other general nursing care to patients
- Performing other work related duties within the clinic as may be assigned
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Key Competencies:
- Bachelor Degree/Diploma in nursing from an accredited and recognized medical college
- Should be registered by Kenya Nursing Council
- At least Eight (8 ) years ’ work experience
- Knowledge of professional practice to give and evaluate patient care
- Ability to interpret, adapt and apply guidelines and procedures
- Competent in standard outpatient nursing procedures
- Ability to use good reasoning and judgement and to react calmly in emergency situations
- Ability to establish and maintain effective working relationships with patients, medical staff, coworkers and the public
- Demonstrated ability to work autonomously and in a team based environment
- Patient oriented
- Availability to work in shifts
Critical Care Nurses
SHL/HRD/04/03/24 CRITICAL CARE (ICU/HDU) NURSES
Purpose of the Job:
The Job holder’s responsibility is to provide advanced nursing services and patients care in the ICU and HDU through research, training and advice from other team members following the laid out procedures.
Responsibilities:
- Ensuring that the critical care area are clean and in the right conditions to provide the conducive environment needed by patients
- Ensuring that the critical care areas have all the machinery, equipment and materials needed to provide critical care to patients admitted in the hospital
- Set up and monitor medical equipment and devices such as cardiac monitors, mechanical ventilators and alarms, oxygen delivery devices, and identify malfunctioning equipment or devices, and report the same to the biomedical engineering section of the hospital.
- Receive patients in critical conditions that are referred to the critical care centers and book them in for advanced care and attention in the hospital.
- Deliver quality nursing care in accordance with the set Nursing Standards and as per the policies and procedures of the hospital.
- Ensure the provision of quality critical care nursing services to the admitted critically ill patients, based on assessment data or identified needs in the hospital.
- Monitor patients for their progress and changes in status and indications of health conditions such as sepsis or shock and institute appropriate interventions together with medical specialists in the hospital.
- Administer the prescribed therapeutic procedures based upon patients’ clinical status and assess patients’ pain levels or sedation requirements in the critical care centers of the hospital.
- Conduct pulmonary assessments to identify abnormal respiratory patterns or breathing sounds that indicate medical conditions of patients in the critical care centers of the hospital.
- Monitor patients’ fluid intake and outlet to detect any emerging problems such as fluid and electrolyte imbalances among patients in the critical care centers of the hospital.
- Document patients’ medical histories and assessment findings, compile and analyze data obtained from monitoring or diagnostic tests in the critical care centers of the hospital.
- Coordinate patient care conferences and participate in the development, review, or evaluation of critical care nursing practice protocols in the critical care centers of the hospital.
- Mentor and guide other junior nursing officers, interns and students in the critical care centers of the hospital.
- Provide nursing research and training to students in the critical care centers of the hospital
Key Competencies:
- Diploma or Degree in Nursing from a recognized institution.
- Higher Diploma in Critical Care Nursing from a recognized institution.
- Registration with the Nursing Council of Kenya.
- Must have a Certificate in a course in life saving.
- Proficiency in computer applications.
- Knowledge of relevant legislations.
- Knowledge of professional standards.
- Proven track record of nursing research a nd training in a reputable institution.
- At least Five (5 ) years working experience as a Critical Care Nursing Officer in reputable health facility.
Pharmaceutical Technologist
SHL/HRD/04/04/23: PHARMACEUTICAL TECHNOLOGIST
Purpose of the Job:
The job holder will be responsible for dispensing and procuring of medical products and supplies used in the organization pharmacy. The role will also involve ensuring secure and proper storage, distribution of medicinal products and supplies throughout the organization.
Responsibilities:
- Checking all prescriptions for medications from medical doctors and other health professionals, and dispensing the drugs to patients ensuring accuracy and appropriateness for individual patient safety
- Take an active role in ordering and procurement of drugs and other medical supplies in liaison with the Pharmacist in charge and Finance department
- Checking dosage and ensuring that medicines are correctly and safely supplied and labeled (Pharmacists are legally responsible for any dispensing errors)
- Providing advice on the dosage of medicines and the most appropriate form of medication, for example, tablet, injection, ointment or inhaler
- Arranging and labeling of drugs in the pharmacy in a neat and orderly manner
- Maintaining a clean and hygienic working environment
- Advising patients of any adverse side effects of medicines or potential interactions with other medicines/treatments
- Liaising with doctors about prescriptions when necessary
- Ensuring medicines are stored appropriately and securely
- Keeping a register of drugs for legal and stock control purposes;
- Answering questions about medicines/drugs from within the organization and clients
- Keeping up to date with current pharmacy practice, new drugs and their uses
- Actively participate in periodic stock taking for the pharmacy and ensuring stock rotation to minimize stock losses through expiries.
- Perform other duties as assigned and as the profession demands.
Key Competencies:
- Diploma in Pharmaceutical Technology from a recognized medical training institution
- Be registered by the Pharmacy and Poisons Board of Kenya.
- Must have a valid practicing license
- Proficiency in computer application skills
- At least seven (7 ) years working experience preferably in a busy hospital setup
- Thorough knowledge of pharmacological effects of drugs
- The ability to communicate effectively, both orally and in writing
- The ability to interpret, adapt and apply guidelines and procedures.
- Ability to use good reasoning and judgment
- Ability to establish and maintain effective working relationships with patients, medical staff, coworkers and the public
- Demonstrated ability to work autonomously and in a team based environment
- Ability to work u nder stress and overtime
- Able to perform well without close supervision
- Self motivated and dynamic
- Keen to details
Laboratory Technologist
SHL/HRD/03/03/24: LABORATORY TECHNOLOGIST
Purpose of the Job:
The overall purpose is to carry out diagnostic tests in line with established protocols in order to facilitate clinicians to make proper diagnosis and provide appropriate treatment.
Responsibilities:
- Receive and analyze laboratory specimens.
- Maintain appropriate internal controls in the laboratory to ensure validity of reports.
- Manage routine and planned preventive maintenance of equipment
- Perform tests with maximum efficiency ensuring maximum utilization of reagents and time following laid down standard operating procedures.
- Communicate urgent/critical/abnormal test results within recommended period of time and maintain appropriate documentation.
- Observe/comply with Health & Safety requirements in the laboratory by maintaining high standards of hygiene and general cleanliness in the work area.
- Participate in quality improvement and patient safety initiatives
- Participate in continuous medical education
- Receive specimens for pathology and carry out appropriate testing observing internal quality checks to ensure validity of test results.
- Develop and implement Standard Operating Procedures
- Perform other duties as may be assigned from time to time by the supervisor
Key Competencies:
- Higher Diploma in Medical Laboratory Technology or equivalent from a recognized institution
- Registration with Kenya Medical Laboratory Technician and Technologists Board is mandatory
- Minimum 5 (Five ) years working experience
- Demonstrable computer literacy
- Ability to work under stress and for extended hours
- Ability to meet deadlines
- Being able to concentrate for long periods of time
- Having high attention to details
Method of Application
Interested and qualified persons are requested to submit their applications indicating their current salary and expected salary, with detailed curriculum vitae, copy of national ID, copies of academic and professional certificates and testimonials to careers@savannahhealth.co.ke quoting the position you are applying for as the subject e.g. ‘Client Experience Manager’.
Upon being successful during interviews, the successful candidate must present the following; National ID, KRA Pin, current coloured passport photo, NSSF & NHIF, Good Conduct Certificate, academic and professional certificates, latest pay slips from previous employer (where applicable).
Please note only online applications will be accepted.
Applications to be received on or before 18th May 2024.