Penda Health is an award-winning, innovative healthcare company dedicated to delivering high-quality, compassionate, and trustworthy care to every patient we serve. Our vision is for everyone in Africa to have healthcare they can trust — care that is accessible, reliable, and centered on people. Today, our team of 500+ passionate professionals proudly operates 20 Medical Centres across Nairobi, Kiambu, and Kajiado Counties, offering a wide range of outpatient and diagnostic services that bring The Penda Way to life every day. At Penda, we are building a culture where our people grow, our patients feel valued, and our communities thrive — because we’re Here When It Matters.
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
Application Process
If you meet the qualifications above and are committed to delivering excellent patient experiences at Penda Health, we encourage you to apply.
Applications will be reviewed on a rolling basis, so early submission is highly recommended.
Please note that only shortlisted candidates will be contacted due to the volume of applications received.
Skills Required
- 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 interpersonal skills with direct client or patient experience
- Fluency in English and Swahili
- Strong verbal and written communication skills
- Basic computer literacy and good typing skills
- Ability to use digital systems
- Strong attention to detail and ability to multitask in a fast-paced environment
- Excellent organizational and time-management skills
- Self-motivated, results-oriented, and able to work independently and in a team
- Pleasant, professional demeanour and positive attitude
What We Do
Founded in 2012, Penda Health is a primary and urgent care chain in Kenya dedicated to delivering high-quality, affordable, and patient-centered healthcare. Serving primarily lower-income families in Nairobi, Kiambu, and Kajiado counties, the company operates a network of outpatient medical centers and provides on-demand telemedicine services to improve health outcomes across communities.
