Background

Established in 1997, Lion's SightFirst Eye Hospital is among the leading Eye hospitals in East & Central Africa. We are located in the serene Loresho neighborhood, 25 minutes from the Nairobi CBD. We also offer Dental, ENT & Diabetes healthcare services

Job Purpose

The General Manager – Outpatient Services is responsible for providing strategic and operational leadership for all outpatient services within the hospital. The role ensures efficient service delivery, optimal patient experience, effective resource utilization, and achievement of departmental performance objectives while maintaining high standards of quality, safety, and patient-centered care.

Key Duties and Responsibilities

• Provide overall leadership and management of outpatient services to ensure efficient and effective operations.
• Develop and implement strategies to improve patient flow, service quality, patient satisfaction, and operational efficiency.
• Oversee daily outpatient operations, ensuring adequate staffing, resource allocation, and service availability.
• Monitor departmental performance indicators and implement improvement initiatives to achieve operational targets.
• Coordinate activities across outpatient clinics, diagnostic services, nursing teams, and support departments to ensure seamless patient care.
• Lead the development and implementation of departmental policies, procedures, and service standards.
• Monitor patient feedback and complaints and implement corrective actions to enhance patient experience.
• Prepare departmental budgets, monitor expenditures, and ensure cost-effective utilization of resources.
• Support business development initiatives aimed at increasing outpatient service utilization and revenue growth.
• Lead, mentor, and supervise departmental managers, supervisors, and staff to foster a high-performance culture.
• Prepare and present operational reports, performance analyses, and recommendations to hospital management.
• Ensure accurate documentation, reporting, and compliance with hospital policies and regulatory requirements.

Qualifications and Experience

• Bachelor’s Degree in Healthcare Management, Business Administration, Hospital Administration, Public Health, Nursing, or a related field.
• Master’s Degree in Healthcare Management, Business Administration (MBA), Hospital Administration, Public Health, or a related field (Preferred).
• Minimum of seven (7) years’ experience in healthcare operations, hospital administration, or outpatient services management.
• Minimum of five (5) years’ experience in a senior management or leadership position.
• Demonstrated experience managing multidisciplinary teams and healthcare service delivery.
• Experience in strategic planning, budgeting, performance management, and operational improvement within a healthcare setting.

Required Skills and Competencies

• Strong leadership and people management skills.
• Excellent written, verbal, and interpersonal communication skills.
• Proficiency in Microsoft Office applications, hospital information systems, and data reporting tools.
• Strong strategic planning and operational management capabilities.
• Financial management and budgeting skills.
• Ability to analyze performance data and drive continuous improvement initiatives.
• Strong problem-solving, decision-making, and conflict-resolution abilities.
• Customer service orientation with a focus on patient-centered care.
• Ability to manage multiple priorities in a dynamic healthcare environment.
• High level of professionalism, accountability, and integrity.

Expected Outcomes

• Efficient and well-coordinated outpatient operations with minimal service delays.
• Improved patient satisfaction and overall patient experience.
• Achievement of departmental performance, quality, and financial targets.
• Effective utilization of human, financial, and operational resources.
• Strong collaboration between outpatient services and other hospital departments.
• Timely implementation of service improvement initiatives and operational objectives.
• High-performing teams delivering quality and patient-centered care.

• Provide overall leadership and management of outpatient services to ensure efficient and effective operations.
• Develop and implement strategies to improve patient flow, service quality, patient satisfaction, and operational efficiency.
• Oversee daily outpatient operations, ensuring adequate staffing, resource allocation, and service availability.
• Monitor departmental performance indicators and implement improvement initiatives to achieve operational targets.
• Coordinate activities across outpatient clinics, diagnostic services, nursing teams, and support departments to ensure seamless patient care.
• Lead the development and implementation of departmental policies, procedures, and service standards.
• Monitor patient feedback and complaints and implement corrective actions to enhance patient experience.
• Prepare departmental budgets, monitor expenditures, and ensure cost-effective utilization of resources.
• Support business development initiatives aimed at increasing outpatient service utilization and revenue growth.
• Lead, mentor, and supervise departmental managers, supervisors, and staff to foster a high-performance culture.
• Prepare and present operational reports, performance analyses, and recommendations to hospital management.
• Ensure accurate documentation, reporting, and compliance with hospital policies and regulatory requirements.

• Strong leadership and people management skills.
• Excellent written, verbal, and interpersonal communication skills.
• Proficiency in Microsoft Office applications, hospital information systems, and data reporting tools.
• Strong strategic planning and operational management capabilities.
• Financial management and budgeting skills.
• Ability to analyze performance data and drive continuous improvement initiatives.
• Strong problem-solving, decision-making, and conflict-resolution abilities.
• Customer service orientation with a focus on patient-centered care.
• Ability to manage multiple priorities in a dynamic healthcare environment.
• High level of professionalism, accountability, and integrity.

• Bachelor’s Degree in Healthcare Management, Business Administration, Hospital Administration, Public Health, Nursing, or a related field.
• Master’s Degree in Healthcare Management, Business Administration (MBA), Hospital Administration, Public Health, or a related field (Preferred).
• Minimum of seven (7) years’ experience in healthcare operations, hospital administration, or outpatient services management.
• Minimum of five (5) years’ experience in a senior management or leadership position.
• Demonstrated experience managing multidisciplinary teams and healthcare service delivery.
• Experience in strategic planning, budgeting, performance management, and operational improvement within a healthcare setting.