Background information about the job or company (e.g., role context, company overview)

We are located in Kiambu County along Thika Super Highway in Ruiru town. Plainsview is one of the biggest nursing home in Kiambu county. We have served the community and beyond since 1999.

Job Purpose:

To implement and operationalize marketing, patient engagement, and front-office strategies in alignment with the hospital’s operational objectives under the direction of the COO. The role ensures effective patient acquisition, service utilization, and seamless patient experience from initial contact through service delivery, while supporting brand positioning and data-driven decision-making.

Responsibilities or duties

Key Responsibilities

Marketing & Patient Acquisition Execution: Implement hospital marketing strategies to drive patient acquisition and service uptake by managing telemarketing and digital platforms, converting inquiries into appointments, and overseeing digital campaigns to enhance visibility, engagement, and service awareness.

Front Office & Patient Experience Management: Supervise front office operations including patient reception, registration, and appointment scheduling, ensuring efficient patient flow, reduced waiting times, and a seamless, high- quality patient experience at all initial points of contact.

Insurance & Corporate Coordination: Ensure timely insurance verification, pre- authorizations, and coordination of claims processes while maintaining and strengthening relationships with insurers and corporate partners to support access and continuity of care.

Interdepartmental Coordination & Service Utilization: Promote internal referrals and coordinate with clinical, diagnostics, pharmacy, and support teams to ensure patients complete recommended care pathways, supporting integrated and efficient service delivery.

Patient Follow-up & Retention: Implement structured patient follow-up systems for missed appointments, reviews, and continuity of care to improve patient adherence, retention, and overall service outcomes.

Team Leadership & Performance Management: Supervise and manage the performance of all patient-facing and marketing teams by setting targets, monitoring productivity, and ensuring service quality standards are consistently achieved.

Digital Marketing & Online Presence: Oversee the hospital’s digital platforms, ensuring consistent content, active engagement, and effective reputation management to enhance visibility and patient trust.

Data, Reporting & Market Intelligence: Track and analyze marketing performance, patient trends, and service utilization using CRM and reporting tools, and conduct market research to support data-driven decision-making and continuous improvement.

Strategic Program Responsibilities

The Marketing Team Lead will support implementation of the following strategic initiatives:

Patient Experience & Engagement: Implement initiatives to achieve ≥95% patient satisfaction at first points of contact and improve patient retention through structured follow-up systems

Operational Efficiency & Patient Flow: Support improved patient flow by optimizing appointment scheduling, reducing missed appointments, and improving service turnaround times

Brand Positioning & Market Growth: Execute initiatives that strengthen hospital visibility, reputation, and positioning as a high-quality care provider

Digital Engagement & Innovation: Increase digital engagement, inquiries, and conversion through optimized digital marketing strategies and platforms

Corporate & Community Partnerships: Support expansion of corporate relationships and community outreach initiatives to improve access and patient volumes

Data & Information Systems: Utilize CRM and digital tools to support hospital- wide goals of data accuracy, reporting, and reduction of documentation gaps

Qualifications or requirements (e.g., education, skills)

Requirements

Bachelor’s Degree in Marketing, Public Relations, International Relations, or related field

Master’s degree is an added advantage.

Experience needed

Minimum 5 years’ experience business development and Marketing Strategy.

Certified Professional Marketer certification is an added advantage

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Discover more

• Implement hospital marketing strategies to drive patient acquisition and service uptake by managing telemarketing and digital platforms, converting inquiries into appointments, and overseeing digital campaigns to enhance visibility, engagement, and service awareness.
• Supervise front office operations including patient reception, registration, and appointment scheduling, ensuring efficient patient flow, reduced waiting times, and a seamless, high- quality patient experience at all initial points of contact.
• Ensure timely insurance verification, pre- authorizations, and coordination of claims processes while maintaining and strengthening relationships with insurers and corporate partners to support access and continuity of care.
• Promote internal referrals and coordinate with clinical, diagnostics, pharmacy, and support teams to ensure patients complete recommended care pathways, supporting integrated and efficient service delivery.
• Implement structured patient follow-up systems for missed appointments, reviews, and continuity of care to improve patient adherence, retention, and overall service outcomes.
• Supervise and manage the performance of all patient-facing and marketing teams by setting targets, monitoring productivity, and ensuring service quality standards are consistently achieved.
• Oversee the hospital’s digital platforms, ensuring consistent content, active engagement, and effective reputation management to enhance visibility and patient trust.
• Track and analyze marketing performance, patient trends, and service utilization using CRM and reporting tools, and conduct market research to support data-driven decision-making and continuous improvement.
• Implement initiatives to achieve ≥95% patient satisfaction at first points of contact and improve patient retention through structured follow-up systems
• Support improved patient flow by optimizing appointment scheduling, reducing missed appointments, and improving service turnaround times
• Execute initiatives that strengthen hospital visibility, reputation, and positioning as a high-quality care provider
• Increase digital engagement, inquiries, and conversion through optimized digital marketing strategies and platforms
• Support expansion of corporate relationships and community outreach initiatives to improve access and patient volumes
• Utilize CRM and digital tools to support hospital- wide goals of data accuracy, reporting, and reduction of documentation gaps

• Marketing Strategy
• Business Development
• Telemarketing
• Digital Marketing
• Patient Engagement
• Front Office Management
• Team Leadership
• Performance Management
• CRM Tools
• Data Analysis
• Market Research

• Bachelor’s Degree in Marketing, Public Relations, International Relations, or related field
• Master’s degree is an added advantage.
• Certified Professional Marketer certification is an added advantage