Avenue Healthcare invites applications from highly motivated and service-oriented professionals to fill the position of Receptionist at its Kisumu Hospital branch. As one of the leading private healthcare providers in East Africa, Avenue Healthcare has been at the forefront of delivering accessible and quality healthcare services to individuals and families for over 25 years. With a growing network of hospitals, medical centers, and a homecare division, the organization continues to set the benchmark for excellence in healthcare provision.
With a robust infrastructure that includes 3 fully operational hospitals, 19 strategically located medical centers across Kenya, and over 1,000 highly skilled personnel, Avenue Healthcare is committed to its mission of exceeding client expectations through world-class medical care. Each year, more than 400,000 patients trust Avenue Healthcare for their medical needs, from basic outpatient services to complex inpatient treatments.
In line with its vision and continued expansion, Avenue Healthcare Kisumu Hospital is seeking to hire a professional Receptionist to manage the hospital’s front office and deliver superior client engagement experiences.
About Avenue Healthcare
Avenue Healthcare is a renowned private health services group with an extensive history of medical excellence, tracing its roots back over two decades. The institution is anchored in its vision to enable and maintain health while delivering care that consistently surpasses the expectations of clients. The company’s offerings include primary, secondary, and tertiary healthcare services. Its clientele ranges from individuals and families to corporate clients, and the organization prides itself on integrating modern medical practices with personalized patient care.
Purpose Statement
To enable and maintain health.
Mission Statement
To provide high-quality care that exceeds our clients’ expectations.
Job Purpose
The core objective of the Receptionist role is to maintain the reception area and related client-facing functions with utmost professionalism. The Receptionist is expected to act as the first point of contact for patients and visitors and ensure that they receive timely, compassionate, and professional service. Additionally, the Receptionist will be responsible for handling registration, managing inquiries, processing admissions, and executing discharge procedures, all while upholding confidentiality and compliance with Avenue Healthcare’s policies.
Detailed Job Description
Job Title: Receptionist
Job Reference: ERF0180
Location: Kisumu Hospital
Department: Client Services
Type: Permanent Appointment
Reports To: Client Services Supervisor
Key Responsibilities
- Client Reception and Assistance
- Greet patients and visitors warmly and guide them through the registration process.
- Assist clients in filling out the necessary registration forms and ensure all personal and medical information provided is accurate and up to date.
- Provide answers to general queries about hospital services, directions, and processes with courtesy and clarity.
- Patient Admission and Discharge Management
- Efficiently process patient admissions by capturing all relevant details in the Hospital Information System (HIS).
- Coordinate the discharge process, ensuring that all discharge requirements are completed in collaboration with clinical and finance teams.
- Insurance Liaison and Pre-authorization
- Contact and coordinate with insurance providers to secure pre-authorizations for medical procedures.
- Confirm insurance coverage and eligibility for services requested by the patients.
- Maintain proper documentation of insurance communication for audit and verification purposes.
- Client Vetting and Verification
- Implement Avenue Healthcare’s protocols for verifying client eligibility depending on their category: staff, General Outpatient Patients (GOP), Avenue Healthcare prepaid clients, and credit/insurance clients.
- Prevent unauthorized access to services by ensuring all necessary approvals are in place before treatment commences.
- Call Handling and Internal Communication
- Answer all incoming phone calls promptly and direct them to the appropriate departments.
- Maintain a clear and updated directory of hospital departments and key contacts for efficient call routing.
- Customer Service and Satisfaction
- Deliver a compassionate, respectful, and solution-oriented experience to all clients and their families.
- Escalate unresolved client concerns to relevant departments and follow through until closure.
- Capture and communicate client feedback to the Client Services Supervisor for quality improvement initiatives.
- Governance and Compliance
- Strictly adhere to Avenue Healthcare’s corporate governance policies and professional standards.
- Report any suspected fraud, misconduct, or criminal activity to the appropriate authority as per internal guidelines.
- Participate in and support internal and external audits, and actively implement audit recommendations within the reception function.
- Policy and Procedures Adherence
- Demonstrate a clear understanding of all Avenue Healthcare policies, especially those related to the provision of medical services, patient billing, data confidentiality, and safety.
- Ensure full compliance with health and safety regulations and standard operating procedures (SOPs).
- Confidentiality and Data Protection
- Protect patient privacy by keeping all medical and personal data secure and confidential.
- Avoid discussing patient information in public areas or disclosing data to unauthorized parties.
- Other Duties
- Execute any other administrative or operational tasks assigned by the Client Services Supervisor.
- Participate in ongoing training and development activities organized by Avenue Healthcare to enhance job skills and customer care capabilities.
Person Specification
- Diploma or Degree in Health Records and Management from a recognized institution.
- Minimum of two years’ experience in a similar role, preferably in a hospital or healthcare environment.
- Strong customer service orientation with a passion for helping people.
- Demonstrated ability to communicate effectively and professionally, both orally and in writing.
- Team player with excellent interpersonal and coordination skills.
- Ability to work under pressure in a fast-paced, patient-centered environment.
- Ethical, responsible, and highly responsive to client needs and organizational protocols.
Work Environment and Culture
Avenue Healthcare fosters a culture of professionalism, integrity, and continuous improvement. The organization places a strong emphasis on teamwork, compassion, and excellence in service delivery. As a Receptionist at Avenue Healthcare Kisumu Hospital, the selected candidate will play a pivotal role in shaping the first impressions of patients and visitors, which are critical in healthcare environments. The position provides a unique opportunity to engage directly with clients and contribute meaningfully to their healthcare experience.
Why Join Avenue Healthcare?
- Be part of a well-established and reputable healthcare provider in East Africa.
- Access opportunities for continuous training, development, and career growth.
- Enjoy a collaborative and supportive work environment that values innovation and compassion.
- Work with a diverse team of professionals committed to delivering top-tier patient care.
- Contribute to a mission-driven organization that places patient satisfaction and health outcomes at the core of its service delivery.
Equal Opportunity Statement
Avenue Healthcare is an equal opportunity employer. All qualified individuals are encouraged to apply regardless of race, religion, gender, age, or disability. The organization is committed to creating a diverse and inclusive environment and upholds the rights of all individuals to dignity and respect in the workplace.
Important Notice to Applicants
Only shortlisted candidates will be contacted. Applicants are advised to submit accurate information and relevant documentation to support their candidacy. Any falsification of records may lead to disqualification or termination of employment.
How to Apply
Interested and qualified candidates are encouraged to submit their applications by 23 July 2025. Applications should be made through the official Avenue Healthcare recruitment portal or as per the instructions provided on the organization’s website.
Since the application process does not involve an email address, kindly proceed
