Avenue Healthcare, a premier private healthcare group in East Africa, invites applications for the position of Outpatient Department (OPD) Manager at its Kisumu Hospital. With over 25 years of excellence in healthcare, Avenue Healthcare operates three hospitals, sixteen medical centres, and a home-care division across Kenya. The group serves more than 400,000 patients annually and is recognized for providing comprehensive primary, secondary, and tertiary healthcare services.
As part of its mission to provide high-quality care that exceeds client expectations, Avenue Healthcare is seeking a highly skilled professional to lead and manage its outpatient services in Kisumu. The Outpatient Department Manager will play a pivotal role in ensuring the efficient, patient-centred, and sustainable delivery of outpatient healthcare services.
Purpose of the Role
The primary purpose of the Outpatient Department Manager role is to lead, coordinate, and oversee all outpatient activities, ensuring that services are delivered efficiently, safely, and with a strong emphasis on patient satisfaction. This position encompasses the management of various outpatient units, including General Outpatient Services, Accident & Emergency (A&E), Specialist Clinics, Chronic Disease Clinics, Dental Services, Wellness, Dialysis, Antenatal Clinics (ANC), Vaccination, HIV/TB Clinics, and Outpatient Antimicrobial Therapy (OPAT). The manager is responsible for upholding clinical quality standards, driving operational efficiency, managing financial performance, and leading continuous improvement initiatives across all outpatient departments.
Key Responsibilities
1. People Management
The Outpatient Department Manager will oversee all outpatient staff, including doctors, nurses, clinical officers, and support personnel. This involves ensuring adequate staffing levels, managing shift schedules, and maintaining an efficient and balanced work roster. The manager will identify training and professional development needs, coordinate relevant learning sessions, and promote staff motivation through recognition and performance management systems. Additionally, they will handle disciplinary matters with fairness and consistency, ensuring compliance with the organization’s human resource policies and promoting a culture of teamwork, accountability, and excellence.
2. Operational Oversight
Operational efficiency is central to the success of the outpatient department. The manager will be responsible for coordinating daily clinic activities, ensuring smooth patient flow from registration to consultation and treatment. They will work closely with the Client Experience team to optimize appointment scheduling and manage patient waiting times. Collaboration with specialist consultants will be key in ensuring timely referrals and continuity of care. The manager will also ensure optimal use of consultation rooms, equipment, and clinical space while maintaining adherence to operational protocols.
3. Clinical Quality and Safety
The Outpatient Department Manager will ensure that all clinical services meet internal and external quality standards, including SafeCare, ISO, and COHSASA guidelines. They will oversee infection prevention and control practices, ensure accurate clinical documentation, and enforce compliance with evidence-based medical care. Regular clinical audits, peer reviews, and incident reporting will be part of their mandate. The manager will champion continuous quality improvement (CQI) initiatives by promoting a culture of safety, accountability, and learning within the outpatient department.
4. Patient Experience
Avenue Healthcare’s reputation is built on exceptional patient experience. The manager will be responsible for monitoring and improving service delivery to ensure patient satisfaction and dignity. They will address patient complaints, investigate root causes, and implement corrective actions in collaboration with the Client Experience team. Ensuring confidentiality, respectful communication, and compassion will be fundamental expectations. The manager will also track performance indicators such as patient waiting times, satisfaction scores, and feedback trends to guide service improvements.
5. Financial Management and Service Growth
The role involves strict financial oversight to maintain the sustainability and growth of outpatient services. The manager will be responsible for developing and managing departmental budgets, ensuring accurate billing, and minimizing insurance claim rejections. They will oversee cost containment strategies while maintaining service quality. Additionally, the manager will collaborate with the marketing and strategy teams to drive patient retention, introduce new services, and promote innovative healthcare offerings. They will play an active role in enhancing the financial and operational performance of the department.
6. Strategic Development and Innovation
The Outpatient Department Manager will contribute to the hospital’s broader strategic goals by initiating and implementing projects aimed at improving healthcare access, quality, and innovation. This includes leading the development of new outpatient service lines, integrating digital health solutions, and exploring telemedicine opportunities. The role will also involve participation in hospital-wide planning, community health promotion, and preventive care initiatives, ensuring the outpatient department remains aligned with emerging healthcare trends and technologies.
7. Governance and Reporting
Accurate reporting and accountability form a key component of this role. The manager will prepare and present regular reports on departmental performance, clinical outcomes, and quality improvement activities. They will participate in hospital committees, audits, and governance meetings to provide insights on outpatient service delivery. Furthermore, they will ensure compliance with all regulatory, ethical, and institutional standards, maintaining transparency and operational integrity throughout.
Key Competencies
Ethical and Respectful Professional Practice
The manager must demonstrate accountability and integrity by upholding ethical conduct in all interactions with patients, staff, and stakeholders. They will ensure transparent management of incidents and promote a respectful work environment that values professionalism and ethical decision-making.
Patient-Centered Care
The ideal candidate will be a champion of patient-centred approaches, ensuring that services are designed around patient needs and preferences. They will continuously integrate patient feedback into service improvement strategies and promote the involvement of families and caregivers in care processes.
Continuous Quality Improvement
This role demands a strong grasp of quality improvement methodologies such as PDSA (Plan-Do-Study-Act), Lean, and Six Sigma. The manager will lead quality improvement initiatives, track performance metrics, and embed a culture of continuous improvement within daily outpatient operations.
Global and Public Health Awareness
The manager will demonstrate awareness of global healthcare trends and integrate public health perspectives into service planning. They will also play an active role in emergency preparedness, ensuring readiness for health crises and community outbreaks.
Quality and Passionate Holistic Care
The role requires a deep understanding of healthcare delivery models and value-based care principles. The manager will design efficient care pathways for chronic diseases, preventive care, and emergency services, ensuring that patients receive holistic, outcome-oriented treatment.
Technology Integration in Healthcare
Avenue Healthcare is advancing toward digital transformation in healthcare. The manager will ensure optimal use of electronic medical records (EMRs), champion telemedicine initiatives, and promote the integration of innovative digital solutions to enhance efficiency and patient engagement.
Respectful and Innovative Collaboration
The Outpatient Department Manager will lead effective collaboration across departments, fostering communication and teamwork among clinical, administrative, and support staff. They will use strong negotiation and conflict resolution skills to manage disputes and align teams toward shared goals.
Innovative Systems Thinking for Quality Improvement
The manager must demonstrate systems thinking by aligning outpatient services with hospital-wide objectives. They will manage interdepartmental coordination and ensure that outpatient functions are seamlessly integrated with inpatient and diagnostic services.
Healthcare Financial Management and Risk Oversight
The role includes managing departmental budgets, monitoring expenditures, and ensuring financial discipline. The manager will also identify and mitigate operational risks, ensuring compliance with safety and quality standards to safeguard patients and staff.
Healthcare Law and Compliance
The manager must have a sound understanding of healthcare regulations, including data protection, licensing, and payer systems such as NHIF and private insurers. They will ensure full compliance with applicable laws and institutional policies.
Leadership and Change Management
Leadership in this role requires decisiveness, emotional intelligence, and adaptability. The manager will mentor outpatient staff, promote well-being, and build a culture of trust and inclusion. They will also lead change initiatives, communicate vision effectively, and manage resistance constructively.
Person Specification
- A medical degree (MBChB), B.Sc. Nursing, or Diploma in Nursing (KRCHN).
- A valid professional practising licence.
- A master’s degree or postgraduate training in management will be an added advantage.
- A minimum of three years of relevant experience in healthcare management.
- Proven experience in senior management within the healthcare sector.
About Avenue Healthcare
Avenue Healthcare stands as one of East Africa’s leading private healthcare providers, known for its patient-focused philosophy and dedication to medical excellence. With a network that includes hospitals, medical centres, and home-based care services, the organization serves as a critical player in advancing accessible, high-quality healthcare. Its vision is rooted in enabling and maintaining health through innovation, compassion, and professionalism. Avenue Healthcare continues to invest in people, technology, and partnerships that strengthen its commitment to delivering healthcare that exceeds patient expectations.
Application Process
Interested candidates are invited to submit their applications before 14 November 2025. Applications should include a detailed resume and a cover letter outlining relevant experience and motivation for the role.
All applications should be sent via email to the official Avenue Healthcare recruitment address provided in the job announcement.
