Care Operations Lead at Antara Health (2025-01 – Present)
Led care operations across five core departments managing standardized protocols, digital health solutions, and wellness programs.
- Designed and implemented standardized care protocols and workflows, reducing inefficiencies and ensuring consistent service delivery
- Led operations across five core departments: logistics, member experience, doctors, health navigators, nutritionists, and psychologists, through their respective leads
- Partnered with tech teams to develop digital solutions that improved care accessibility and member engagement
- Developed tailored wellness programs integrating mental health, nutrition, and preventive care to support long-term health outcomes
- Strengthened patient satisfaction by refining complaint resolution processes and incorporating member feedback into service improvements
- Fostered team confidence and accountability, leading to increased incident reporting, improved quality of care, and proactive risk mitigation
- Scaled operations by designing and implementing standardized SOPs, care protocols, and training programs, reducing workflow inefficiencies by 40%
- Negotiated vendor contracts, achieving cost savings while maintaining service quality and care standards
- Ensured regulatory compliance across care operations, passing all internal/external audits
- Improved CSAT/NPS response rates by 40% improving the member journey and satisfaction
- 36% increase in incident reporting improving care and risk mitigation
Outpatient and Outstation Operations Manager at AGC Tenwek Hospital (2022-09 – 2024-12)
Managed outpatient and outstation operations, overseeing Cardiothoracic Center operationalization, HIS implementation, and quality improvement initiatives.
- Contributed to the operationalization of a Cardiothoracic Center (CTC) and Hospital Information System (HIS), delivering both projects on time and within budget while training 100+ staff for seamless adoption
- Led end-to-end recruitment, aligning talent acquisition with organizational growth objectives
- As a Steering Committee Member for ISO 9001:2015 certification, contributed to policy development and audits, ensuring compliance and sustained quality standards
- Cut customer complaints significantly through proactive service redesign and staff training, translating to higher satisfaction scores
- Championed a hospital-wide disciplinary committee, drafting fair policies and resolving conflicts to uphold ethical workplace standards
- Led various wellness and outreach programs in over 6+ counties delivering needed medical services to the underserved communities
- Worked on the development and implementation of Hospital Service Charters for outpatient services, enhancing patient-centric care while reducing Turnaround Time (TAT) from 8 hours to 3.5 hours
- Optimized shift structures and resource allocation, achieving annual staff cost savings of 9 million while maintaining service quality
- Leveraged KPI analytics to identify bottlenecks, recommending strategic interventions that improved productivity and profitability
- Instituted continuous quality improvement programs, including procedure manuals and staff workshops, to embed best practices in outpatient care
Clinical Services in Charge at Nairobi Women's Hospital (2019-05 – 2022-08)
Managed clinical services, developed SOPs, established governance frameworks, and led revenue growth and operational efficiency improvements.
- Co-developed and implemented Standard Operating Procedures (SOPs) and clinical guidelines, aligning with Good Clinical Practice (GCP) standards to enhance care quality
- Established clinical governance frameworks, improving accountability and standardization across the medical center
- Identified and mitigated business risks, driving efficiency improvements through cross-functional collaboration
- Served as the primary liaison with insurance providers, streamlining care management processes and ensuring accurate, timely communication to reduce claim delays
- Delivered cost-effective, high-quality clinical services, directly contributing to revenue growth and patient satisfaction
- Designed and delivered wellness and preventive health programs targeting maternal and newborn, GBV, and chronic care
- Reduced monthly capitation loss from KES 3M to a positive contribution, enhancing financial health and achieving an EBITDA of KES 18–20M monthly
- Grew the clinical unit from 0 to 100+ outpatients and 60+ inpatients through strategic planning, resource optimization, and service quality improvements
- Reduced the length of stay from 5 to 2.5 days (50%) by increased efficiency and quality of care
- Twice awarded Employee of the Month for exceptional performance and leadership in clinical operations
- Championed a patient-centered care model, improving service delivery and operational efficiency in preventive and curative services
Assistant Clinical Services / Clinical Officer In-charge at Nairobi Women's Hospital (2017-05 – 2019-05)
Led clinical teams at branch locations, managed medical emergencies, introduced health programs, and optimized clinic workflows.
- Led and supervised clinical teams at Kitengela/Naivasha branch, ensuring high-quality service delivery and adherence to medical protocols
- Managed medical emergencies efficiently, making critical referral decisions that improved patient outcomes
- Introduced health talks and counseling programs, boosting preventive health awareness and patient engagement
- Optimized clinic workflows by enforcing standardized procedures, reducing wait times, and improving service efficiency
- Collaborated with multidisciplinary teams to ensure seamless care coordination and continuity
- Conducted 30+ patient consultations daily, performing thorough assessments, accurate diagnoses, and evidence-based treatment plans
- Streamlined clinical documentation, ensuring compliance with patient charting for vitals, treatments, and procedures
- Reduced patient complaints through prompt resolution and escalation, enhancing overall satisfaction
- Delivered patient-centered care, resulting in measurable improvements in satisfaction scores
