Lewis Njagi

Results-driven Healthcare Operations Leader with over 10 years of experience in project management, care operations, and healthcare management, specializing in process optimization, digital health solutions, and patient-centered care models. Proven track record of designing scalable workflows, reducing inefficiencies, and enhancing service delivery across multidisciplinary teams. Adept at strategic planning, cost optimization, and regulatory compliance, with a strong background in clinical governance, quality improvement, and healthcare technology integration.

Experienced in working within multicultural, cross-functional teams across mission-driven and tech-enabled health organizations, bringing strong communication, adaptability, and stakeholder management skills to diverse work environments.

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

Bachelor in Health Systems Management – Kenya Methodist University

Diploma in Clinical Medicine and Surgery – Kenya Medical Training College