OPD Manager
- Kisumu Hospital
- Permanent
- 14, Nov 2025
- Healthcare
Purpose Statement
Our purpose is to enable and maintain health.
Mission
To provide high quality care that exceeds our clients’ expectations.
Job Description
Purpose Statement
Our purpose is to enable and maintain health.
Mission
To provide high quality care that exceeds our clients’ expectations.
About Avenue Healthcare
Avenue Healthcare is one of the leading private healthcare groups in East Africa running 3 Hospitals, and 16 Medical Centres across Kenya, and a Home-care business. With over 25 years in the healthcare industry, Avenue Healthcare runs 300 hospital beds with over 1,000 staff members, and more than 400 specialists and serves over 400,000 patients annually, offering primary, secondary, and tertiary healthcare services.
Position: Outpatient Department Manager
Type: Permanent
Location: Kisumu Hospital
Department: Medical Services Management
Reports To: Medical Services Manager
Job Purpose
To lead, coordinate, and ensure high-quality, patient-centered, and efficient delivery of all outpatient services — including General OPD, A&E, Specialist Clinics, Chronic Disease Clinics, Wellness, Dental, Dialysis, ANC, Vaccination, HIV/TB, and OPAT. The role also ensures clinical quality, staff performance, financial sustainability, and strategic growth of outpatient services.
Key Responsibilities
1. People Management
Supervise all outpatient staff (nurses, doctors, specialists, and support teams).
Ensure adequate staffing, efficient scheduling, and prudent leave management.
Identify training needs and coordinate staff development.
Maintain high staff motivation, accountability, and teamwork.
Handle performance recognition and disciplinary actions per policy.
2. Operational Oversight
Manage daily operations across all outpatient service areas.
Ensure efficient patient flow, scheduling, and room allocation.
Collaborate with the Client Experience team for appointment management.
Coordinate specialist clinics and referrals to ensure continuity of care.
3. Clinical Quality & Safety
Ensure compliance with internal and external standards (SafeCare, ISO, COHSASA).
Oversee infection control, clinical documentation, and incident reporting.
Enforce evidence-based care, proper ICD coding, and audit participation.
Drive continuous quality improvement initiatives.
4. Patient Experience
Monitor and improve patient waiting times and satisfaction.
Address complaints and root causes with the Client Experience team.
Champion patient dignity, confidentiality, and service excellence.
5. Financial Management & Service Growth
Maintain budget discipline and ensure accurate, timely billing.
Minimize claim rejections and manage insurance pre-authorizations.
Support marketing, patient retention, and service expansion initiatives.
Enhance outpatient financial performance and growth.
6. Strategic Development & Innovation
Lead new service line development and digital health innovations.
Engage in hospital strategic planning, health promotion, and preventive programs.
Build partnerships with internal and external stakeholders.
7. Governance & Reporting
Participate in committees and strategic meetings.
Ensure timely reporting of performance metrics, audits, and quality data.
Key Competencies
| Domain | Competency | Key Behaviors | Required Level |
| Ethical & Respectful Professional Practice | Accountability & Integrity | Ensures ethical handling of patients and services, addresses incidents transparently | Advanced |
| Patient-Centered Care | Designs services around patient preferences.Uses patient feedback to improve.Champions family and caregiver inclusion. | Expert | |
| Continuous Quality Improvement | Leads QI initiatives using PDSA, Lean, or Six Sigma.Tracks improvement metrics.Embeds CQI in daily operations. | Advanced | |
| Global & Public Health Awareness | Understands global trends and health disparities.Integrates public health perspectives in planning.Participates in emergency preparedness planning. | Intermediate | |
| Quality & Passionate Holistic Care | Patient-Centered Program Design | Applies clinical knowledge to optimize care pathways in chronic care, wellness, and A&E | Advanced |
| Healthcare Delivery Models | Applies principles of value-based care and population health.Integrates chronic care and preventive care strategies.Designs care pathways aligned with outcomes. | Advanced | |
| Technology Integration in Healthcare | Utilizes EMRs/EHRs effectively.Champions telehealth, AI, and digital tools.Ensures technology enhances care and efficiency. | Advanced | |
| Respectful & Innovative Collaboration | Stakeholder Coordination | Engages consultants, staff, and departments to ensure efficient clinic operations | Expert |
| Negotiation & Conflict Resolution | Resolves disputes constructively among stakeholders.Engages in win-win negotiations.Mediates team conflicts promptly. | Expert | |
| Communication with Stakeholders | Delivers concise, clear updates to leadership.Engages with boards, payers, regulators effectively.Adjusts message based on audience. | Expert | |
| Cross-Departmental Collaboration | Builds partnerships across clinical, IT, HR, finance.Leads multi-disciplinary working groups.Coordinates interdepartmental problem-solving. | Advanced | |
| Innovative Systems Thinking for Quality Improvement | Service Planning & Integration | Aligns outpatient functions across service lines for continuity and efficiency | Expert |
| Healthcare Financial Management | Prepares and manages budgets effectively.Implements cost containment measures.Understands payer systems (SHA, NHIF, insurers). | Expert | |
| Risk Management | Identifies and mitigates operational and clinical risks. | Advanced | |
| Quality and Safety Oversight | Ensures clinical and operational safety standards.Investigates incidents and implements corrective actions.Participates in QI committees. | Advanced | |
| Healthcare Law & Compliance | Applies healthcare laws (DPA, SHA, licensing etc.) in operations.Promotes legal and ethical conduct.Participates in internal/external audits. | Advanced | |
| Performance Management | Tracks KPIs (e.g., TATs, occupancy) and drives improvements | Advanced | |
| Passionate & Ethical Personal Development | Staff Development | Coaches and develops outpatient staff; encourages cross-functional learning | Advanced |
| Resilience and Stress Tolerance | Remains calm and focused under pressure.Sustains energy during crises (e.g. pandemics).Supports team morale in high-stress conditions. | Expert | |
| Emotional Intelligence | Recognizes and manages personal emotions.Demonstrates empathy to staff and patients.Adjusts leadership style to context. | Advanced | |
| Cultural Competence | Understands diverse cultural needs.Adapts communication accordingly.Promotes inclusive service delivery. | Advanced | |
| Integrity-Driven Leadership & Management | Budget Oversight | Manages costs, monitors billing efficiency, and ensures accurate claim documentation | Expert |
| Decision-Making Under Uncertainty | Makes timely decisions with incomplete information.Balances risks and benefits effectively.Maintains composure in crisis situations | Expert | |
| Employee Engagement & Wellbeing | Builds a culture of trust and motivation.Addresses burnout proactively.Champions DEI and psychological safety. | Advanced | |
| Change Management | Leads organizational change initiatives.Communicates change vision clearly.Manages resistance and fosters innovation | Expert | |
| Growth & Innovation | Leads service expansion and supports commercialization of outpatient services | Advanced |
Person Specification
1.A medical degree (MBChB) or B.Sc. Nursing or Diploma in Nursing (KRCHN)
2.A master’s degree or a relevant post graduate training in management will be an added advantage
3.A valid Professional Practicing License
4.Minimum of 3 years of relevant working experience in healthcare management
5.Senior management experience in healthcare
