Hansen Lodenyi

Results-driven healthcare operations and health administration professional with over 8 years of progressive experience leading hospital front-office workflows, medical records administration, and strategic human capital management. Currently serving as Head of Department for Customer Service at Bristol Park Hospital, combining operational leadership with a metrics-driven approach to performance appraisal, KPI formulation, and project lifecycle management. Proven expert in transforming service delivery systems, driving corporate patient experience roadmaps, and leading hospital governance committees.

Recognized as Employee of the Year and First Runner-Up in a Quality Improvement Project specifically focused on medical documentation and records accuracy.

Head of Department – Customer Service & Front-Office Operations at Bristol Park Hospital (2023-01 – Present)

• Operational & Front-Office Oversight: Formally manage end-to-end patient intake, registration, billing, and front-desk reception strategies to guarantee seamless, client-centric patient flows.
• Performance Appraisal & HR: Design and execute structured performance appraisal frameworks for 7 departmental team members, mapping personal outputs to organizational goals.
• KPI Formulation: Establish and track target departmental Key Performance Indicators (KPIs) focused on minimizing service delivery bottlenecks and optimizing resource allocation.
• Project Monitoring: Oversee departmental service enhancement projects from inception to completion, analyzing throughput data to meet targeted timelines.
• Quality & Safety Leadership: Direct cross-functional initiatives as Quality Assurance Representative and IPC Team Leader, executing documentation audits and managing infection control protocols.
• Strategic Milestones: Re-engineered frontline queues to slash patient wait-times by 25% and drive a 35% net increase in overall institutional patient satisfaction metrics.

Customer Service Assistant & Records Specialist at Bristol Park Hospital (2019-03 – 2022-12)

• Health Information Management: Managed high-volume patient files, audited medical chart assemblies, and systematically updated electronic medical profiles across internal platforms.
• Frontline Operations: Handled accurate patient intake, generated medical billing estimates, initiated insurance pre-authorizations, and accelerated conflict management processes.

Customer Service Representative at Royal Gardens Hospital (2017-11 – 2018-01)

• Coordinated front desk interfaces, managed high-frequency telephone switchboards, and filed physical medical documents to maintain strict archival standards.

Diploma in Human Resource Management – Management University of Kenya

Bachelor of Science in Disaster Mitigation and Sustainable Development – Masinde Muliro University of Science and Technology (2015)