Service Line Manager

Avenue Healthcare is a healthcare provider established in 1976, offering medical services in Nairobi, Kenya.

The Service Line Manager is responsible for leading the development, implementation, and evaluation of strategies to enhance the overall performance and quality of Avenue Healthcare's integrated health system, which includes hospitals, primary care clinics, and home care services. A key focus of this position is to establish and promote clinical standardization, create and implement clinical guidelines and pathways, and facilitate the formation of effective clinical practice groups. The manager must ensure that all clinical programs across Avenue Healthcare maintain profitability, deliver excellent service quality, and achieve high patient satisfaction.

1. Develop and implement processes to enhance operational efficiency, streamline workflows, and reduce waste across all service lines, leading to cost savings and improved patient care.
2. Establish and promote consistent clinical standards across all service lines, ensuring compliance with best practices and internal/external quality metrics.
3. Oversee the creation and implementation of clinical guidelines and pathways, ensuring they are evidence-based, communicated effectively, and adhered to throughout the health system.
4. Facilitate the establishment and operation of clinical practice groups to foster collaboration, shared decision-making, and improved patient outcomes and operational efficiency.
5. Drive growth in assigned service lines by increasing patient volumes in inpatient areas and promoting the use of internal diagnostic resources through referral pathways, specialist network expansion, recruitment, and awareness campaigns.
6. Design, implement, and oversee preventive care programs and population health management strategies to reduce expensive procedures, re-admissions, and address social determinants of health.
7. Monitor the financial performance and profit margins of each service line, tracking revenue, doctor costs, consumables, pharmacy, and lab expenses against targets, and addressing variances with finance and facility general managers.
8. Manage group outpatient and inpatient packages and pricing initiatives, collaborating with finance and clinical support teams to design, cost, and launch sustainable service line packages that enhance affordability and access, including annual pricing and costing reviews.
9. Develop and implement strategies for identifying, onboarding, and retaining key specialists for service lines, enhancing their engagement through professional development, involvement in decision-making, fostering collaboration, and addressing concerns.
10. Engage with other healthcare providers to form strategic partnerships that share costs, resources, and improve patient outcomes, and coordinate with contracting teams to secure approval and listing of service line packages with insurers and corporates to drive contracted volumes.
11. Promote continuous staff training and professional development, cultivating an environment that encourages growth and innovation.
12. Implement strategies to enhance patient experience across all service lines, focusing on effective communication, conducive environments, and timely issue resolution.
13. Oversee effective revenue cycle management to improve cash flow and profitability, encompassing billing practices, follow-ups, and regular audits.

1. Bachelor’s Degree in Medicine and Surgery.
2. Minimum of 5 years of experience in healthcare management, ideally within a hospital or health system.
3. Proven track record in enhancing operational efficiency and patient satisfaction.
4. Experience in managing and leading diverse teams across various healthcare service lines.
5. Proven experience in quality management and clinical standardization (added advantage).
6. Experience in developing clinical guidelines and pathways, and forming clinical practice groups (added advantage).
7. Strong understanding of healthcare financial management, including billing, reimbursement, and value-based care models (added advantage).
8. Familiarity with health technology systems such as EHRs, telemedicine, and health analytics (added advantage).