Receptionist

Avenue Healthcare is a well-established healthcare provider in Kenya, founded in 1976. They offer a range of medical services to patients across the region.

The Receptionist at Avenue Healthcare is responsible for maintaining a professional reception environment, providing timely and compassionate service to all visitors, patients, and clients. Key duties include managing patient admissions and registrations, verifying patient identity to prevent duplicate records, and confirming eligibility and benefits, including limits, exclusions, and co-payments, before services or admission. The role also involves classifying patient categories, identifying services requiring pre-authorization, and submitting complete, clinically supported requests promptly. The receptionist will direct incoming calls, communicate payer decisions to clinicians, and explain authorization requirements, co-payments, and exclusions to patients with empathy. Ensuring client satisfaction through quality service, effective communication, feedback, and follow-up is crucial. The role also requires adherence to Avenue Healthcare's corporate governance policies, including fraud prevention and reporting, and compliance with all internal policies, procedures, and systems, particularly those related to medical services and finance.

1. Welcome, register, and accurately admit patients into the Hospital Information System (HIS), verifying identity and preventing duplicate records.
2. Verify patient eligibility and benefits, including limits, exclusions, and co-payments, before admission or planned services, and classify patient categories appropriately.
3. Identify services that require pre-authorization and submit complete, clinically supported requests in a timely manner.
4. Ensure all incoming telephone calls are directed or transferred to the correct departments or offices.
5. Communicate payer decisions to clinicians and empathetically explain authorization requirements, co-payments, and exclusions to patients.
6. Ensure high client satisfaction through quality service, clear communication, feedback, escalation, and a caring attitude, demonstrating effective follow-up.
7. Adhere to Avenue Healthcare's corporate governance policies, including preventing, detecting, and reporting fraud or criminal activities, and implementing audit recommendations.
8. Maintain adequate knowledge of and comply with all Avenue Healthcare policies, procedures, and systems, especially those related to medical services and finance.
9. Perform any other duties as assigned by the supervisor.

1. Hold a Diploma or Bachelor’s degree in Healthcare Administration, Health Records & Information Management, Business Administration, or a related field.
2. Possess a minimum of 2 years of experience in a similar role, preferably within a hospital front desk, medical claims, patient access, or authorization environment.
3. Demonstrate good computer literacy, including proficiency in Microsoft Office and healthcare information systems.
4. Experience working with medical insurers and/or government healthcare payors is an added advantage.
5. Ability to work effectively under pressure while maintaining accuracy and confidentiality.
6. Exhibit strong interpersonal skills, team-playing abilities, and communication skills.
7. Be highly responsive, ethical, and responsible.