Patient Relationship Officer and Care Manager at Premier Hospital

Premier Hospital is an 82 bed specialized hospital located in Nyali, Mombasa offering high quality emergency, outpatient and inpatient care. We have a patient centered culture and our approach is to provide you with comprehensive healthcare, which is focused on all aspects of your health and overall well-being. Our service delivery model is anchored on Compassion, Care and Competence. Our Doctors, Nurses, other Medical Professionals and support staff will provide you with personal service with great regard to respect and dignity to ensure that your experience with us is as comfortable as possible.

 

Patient Relationship Officer and Care Manager

  • Job TypeFull Time
  • QualificationBA/BSc/HND , MBA/MSc/MA
  • Experience5 years
  • LocationNairobi
  • Job FieldMedical / Healthcare 

JOB PURPOSE

Reporting to the Marketing and Business Development Manager, the candidate will be responsible for ensuring a positive patient experience by managing patient interactions, addressing concerns, and coordinating comprehensive care plans. This role involves acting as a liaison between patients, healthcare providers, and administrative staff to ensure the highest standards of patient care and satisfaction.

MAIN DUTIES AND RESPONSIBILITIES

Patient Relationship Management:

  • Serve as the primary point of contact for patients and their families throughout their care journey.
  • Address patient inquiries, concerns, and complaints in a timely and professional manner.
  • Build and maintain strong relationships with patients, fostering trust and ensuring a positive experience.
  • Monitor patient satisfaction levels and implement strategies to improve the overall patient experience.

Care Coordination:

  • Develop, implement, and monitor individualized care plans in collaboration with healthcare providers.
  • Coordinate patient care activities, including scheduling appointments, follow-ups, and coordinating with specialists.
  • Ensure continuity of care by keeping patients informed about their treatment plans and any changes in their care.

Communication:

  • Act as a liaison between patients, families, healthcare providers, and other hospital departments.
  • Facilitate clear and effective communication between all parties involved in patient care.
  • Provide patients and families with information about available services, treatment options, and support resources.

Documentation and Reporting:

  • Maintain accurate and up-to-date records of patient interactions, care plans, and outcomes.
  • Prepare reports on patient satisfaction, care outcomes, and other relevant metrics for management review.
  • Ensure all patient information is handled confidentially and in compliance with relevant laws and regulations.

Patient Advocacy:

  • Advocate for patients' needs and rights within the healthcare system.
  • Assist patients in understanding their medical conditions, treatment options, and healthcare rights.
  • Help patients navigate the healthcare system and access the necessary resources and support.

Quality Improvement:

  • Participate in quality improvement initiatives aimed at enhancing patient care and experience.
  • Identify areas for improvement in patient services and collaborate with other departments to implement changes.
  • Monitor and evaluate the effectiveness of care management programs and make adjustments as needed.

Education and Training:

  • Educate patients and families about their healthcare options, treatment plans, and post-care instructions.
  • Provide training and support to healthcare staff on patient relationship management and care coordination best practices

MINIMUM REQUIREMENTS/ QUALIFICATIONS

  • Bachelor’s degree in nursing (BSN) or equivalent. A master’s degree in healthcare management or a related field is preferred.
  • Registered Nurse (RN) with a valid practicing license.
  • At least 5 years of experience in nursing and healthcare management, with a focus on patient care and customer service.
  • Customer Care training.
  • Strong leadership and team management skills.
  • Excellent communication and people skills.
  • Ability to manage stressful situations and resolve conflicts effectively.
  • Proficiency in healthcare management software and systems.
  • Knowledge of regulatory requirements and standards in healthcare.

KEY JOB REQUIREMENTS

  • Patient-Centered Care: Demonstrates a commitment to providing high-quality care and exceptional patient experiences.
  • Leadership: Inspires and motivates teams to achieve goals and deliver outstanding service.
  • Problem-Solving: Identifies issues and develops effective solutions to enhance patient care and operations.
  • Communication: Communicates clearly and effectively with patients, staff, and other stakeholders.
  • Adaptability: Adjusts to changing situations and environments with a positive attitude.
  • Teamwork: Fosters collaboration and cooperation among team members and across departments.
  • Corporate Engagement: Builds and maintains strong relationships with corporate clients and insurance partners.

Check how your CV aligns with this job

Method of Application

If your background, experience and competence match the above specifications, please send us your application (cover letter & CV/Resume) quoting the job title on the email subject (JOB TITLE), your current and expected remuneration, testimonials and full contact details of 3 referees, to careers@premierhospital.org . The application should be received not later than 5.00pm on 27th November, 2025. We shall ONLY accept ONLINE applications. Interviews will be conducted on a rolling basis. Due to the high number of applications, only shortlisted candidates will be contacted.   

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