Background

Penda Health is an award-winning startup company that is transforming healthcare in East Africa by building a chain of outpatient health clinics that offer evidence-based medical care and unparalleled member experience at surprisingly affordable rates. Penda is ranked the Best Health Care Firm to work for in Kenya and the #26 Best company to work in Kenya...

Role Summary

The Clinical Coordinator will serve as the first point of contact at the Medical Centre, playing a key role in delivering a warm, efficient, and professional patient experience. The role holder will be responsible for coordinating front desk operations, supporting smooth patient flow, and ensuring accurate registration, billing, and documentation processes. Working closely with clinical and support teams, the Clinical Coordinator will help manage patient inquiries, appointments, and wait times while upholding Penda’s service standards, values, and culture. This role requires strong customer service skills, attention to detail, and the ability to thrive in a fast-paced healthcare environment.

Key Responsibilities

• Welcome patients warmly and provide a positive, professional experience.
• Handle patient inquiries, complaints, and calls efficiently, escalating when necessary.
• Coordinate with clinical and support teams to ensure smooth patient visits.
• Manage wait times and keep patients informed about delays.
• Register patients, take consent and verify medical benefits accurately.
• Handle billing and payments (Cash, Insurance, SHA, Corporate partners) following protocols.
• Maintain accurate patient records, insurance submissions, and participation in Penda Front Desk Projects.
• Manage appointments, petty cash, and relevant reporting.
• Uphold Penda’s culture and collaborate effectively with the Clinical Coordinators and Medical Centre teams.
• Maintain a pleasant, organized, and efficient front desk environment.
• Perform any other assigned tasks aligned to Front Desk operations and patient experience standards.

Key Qualifications & Attributes

• Diploma in Front Office Administration, Customer Service Management, Business Administration, Health Records, or a related business field.
• At least 1 year of experience in a customer-facing/front desk or reception role
• Proven customer service and people skills, with experience working directly with clients or patients
• Fluent in English and Swahili, with strong verbal and written communication skills
• Basic computer literacy, good typing skills and the ability to use digital systems
• Strong attention to detail with the ability to multitask in a fast-paced environment
• Excellent organizational and time-management skills
• Self-motivated, results-oriented, and able to work effectively both independently and as part of a team
• Pleasant, professional demeanour with a positive attitude

• Welcome patients warmly and provide a positive, professional experience.
• Handle patient inquiries, complaints, and calls efficiently, escalating when necessary.
• Coordinate with clinical and support teams to ensure smooth patient visits.
• Manage wait times and keep patients informed about delays.
• Register patients, take consent and verify medical benefits accurately.
• Handle billing and payments (Cash, Insurance, SHA, Corporate partners) following protocols.
• Maintain accurate patient records, insurance submissions, and participation in Penda Front Desk Projects.
• Manage appointments, petty cash, and relevant reporting.
• Uphold Penda’s culture and collaborate effectively with the Clinical Coordinators and Medical Centre teams.
• Maintain a pleasant, organized, and efficient front desk environment.
• Perform any other assigned tasks aligned to Front Desk operations and patient experience standards.

• Proven customer service and people skills
• Fluent in English and Swahili
• Strong verbal and written communication skills
• Basic computer literacy
• Good typing skills
• Ability to use digital systems
• Strong attention to detail
• Ability to multitask in a fast-paced environment
• Excellent organizational and time-management skills
• Self-motivated
• Results-oriented
• Able to work effectively both independently and as part of a team
• Pleasant, professional demeanour
• Positive attitude

• Diploma in Front Office Administration, Customer Service Management, Business Administration, Health Records, or a related business field.
• At least 1 year of experience in a customer-facing/front desk or reception role