## Esther Ngure

Medical Receptionist | Patient Experience Coordinator & Front Office Administrator
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## About Me

I’m a Medical Receptionist and Patient Experience Coordinator with over 6 years of experience supporting front office operations in fast-paced healthcare settings.

Currently at Equity Afia – Kenol, I manage appointments, billing, patient follow-ups, and utilize healthcare systems such as INTERSOFT and Electronic Medical Records (EMR) platforms. Previously at Penda Health, I led patient coordination and clinic workflows.

I’m known for my professionalism, efficiency, and care-centered service that improves both patient satisfaction and operational flow.

Email
essywambuh6@gmail.com
Phone
+254 796 153 656
Address
Nairobi, Kenya
LinkedIn
Connect on LinkedIn

## Professional Skills

Appointment Scheduling
Client Reception & Patient Experience
Medical Billing & Insurance Claims
EMR Systems and INTERSOFT
Communication & Conflict Resolution
Records & Workflow Management
Professional Email & Phone Handling
Microsoft Office (Word, Excel, Outlook, PowerPoint)

## Work Experience

Receptionist / Front Office Cashier at Equity Afia – Kenol Branch
Jan 2025 – Present

- Welcomed patients and visitors, ensuring a warm and professional reception area.
- Scheduled appointments, managed walk-ins, and reduced patient wait time through efficient triage.
- Handled cash and insurance billing using INTERSOFT SOLUTION and reconciled daily collections.
- Conducted follow-up calls for test results, appointment reminders, and wellness campaigns.
- Maintained accurate records, appointment logs, and ensured accessibility of documentation.
- Managed front-desk communication including calls, provider messages, and patient queries.
- Promoted confidentiality, patient rights, and contributed to front-office marketing activities.

Receptionist / Clinical Coordinator at Penda Health
June 2019 – Dec 2024

- Managed reception in a high-volume outpatient clinic with 200+ daily clients.
- Scheduled, confirmed, and followed up on appointments, including chronic care and referrals.
- Resolved client complaints promptly and escalated concerns to senior management as needed.
- Processed insurance claims and maintained credit account accuracy for multiple providers (e.g., AAR, Smart EDI).
- Ensured compliance with EMR standards, updated patient records, and facilitated digital documentation.
- Coordinated between clinical departments to support smooth daily operations and workflow management.
- Mentored junior front office staff in EMR systems and customer service protocols.

## Education

Diploma in Business Management from KCA University
May 2025 – Ongoing
Currently pursuing a business diploma to strengthen administrative and managerial capabilities in healthcare settings.
Certificate in Computer Applications from Shiners Institute of Business Technology
Jan – Apr 2014
Acquired practical skills in Microsoft Office tools and basic computer operations essential for administrative support roles.
Kenya Certificate of Secondary Education (KCSE) from Kiangunyi Girls High School
Graduated 2013
Completed secondary education with a focus on general academic studies, communication, and foundational sciences.

## Certifications & Training

#### IT & Compliance

Cybersecurity & Conflict of Interest from Penda Health
Completed
Internal training covering responsible system usage, data privacy, and ethical behavior in clinical environments.
Digital Record Management & EMR Use Internal Training
Completed
Trained in accurate patient data entry, retrieval, and maintaining EMR compliance within daily operations.

#### Health & Safety

Basic First Aid from Kenya Red Cross
Completed
Trained in emergency response, patient safety, and handling basic medical situations before professional help arrives.
Fire Marshal Training from Ecohealth Company Ltd
Completed
Learned fire safety protocols, evacuation planning, and risk prevention in a healthcare setting.

## Referees

##### Mr. Joseph Nguthiru

Clinical Coordinator In-charge

Penda Medical Center

+254 796 903 912

##### Mr. Edwin Karanja

Regional Manager

Penda Medical Center

+254 728 696 460

##### Mr. Austin Lawrence

Administrator

Equity Afia Kenol

+254 799 852 446