Patient Referral Officer, Care Management Department

IntroductionAga Khan University Hospital, Nairobi is a private not-for-profit teaching hospital that provides tertiary and secondary level healthcare services. It is one of the hospitals in East Africa accredited by the Joint Commission International from USA. The University Hospital has been providing high quality care for the people of East Africa and beyond for over 60 years. Job SummaryThe successful candidate will ensure a seamless process for patients seeking treatment and coming in for treatment from outside Nairobi, Kenya – Enhancing medical tourism. He/she will also provide support for referrals for Outreach Centres. Responsibilities·Book and manage clinic slots;·Respond to emails and phone calls;·Assemble all information concerning patients' clinical background and referral needs;·Present necessary medical information such as history, diagnosis and prognosis. Provide specific medical information to financial services to maximize reimbursement to the hospital physicians;·As per the referral guidelines, provide appropriate clinical information to specialists and where possible, chart way forward;·Ensure complete and accurate registration, including patient demographic and current insurance information;·Attend to patient inquiries as well as assist in patient complaints or needs;·Ensure effective communication to clinical staff;·Remind patients of appointments and double as a Liaison person with external stakeholders;·Review details and expectations about the referral with patients;·Assist patients in solving potential issues related to the health care system, financial, accommodation, transportation, flights, visa requirements and any other information;·Be the system navigator and point of contact for patients and families.Requirements·Registered Nurse in Kenya.·Bachelor's degree in nursing will be an added advantage.·Customer service experience is highly desirable.·Strong interpersonal skills.·Ability to work well under pressure.·Strong presentation skills.