HOSPITAL ADMINISTRATION AND CUSTOMER CARE

Certificate in Hospital Administration

Course Overview

This comprehensive short course equips participants with foundational knowledge and practical skills to excel as administrative professionals in hospital or clinical settings. You'll learn essential procedures, communication techniques, and healthcare systems operations to provide excellent patient support and efficient administrative services.

Learning Outcomes

Understand hospital systems and administrative roles
Professional communication with patients and staff
Reception, scheduling, and file management
Ethics, confidentiality, and insurance billing
Healthcare ICT and management systems

Target Audience

Hospital receptionists & admin staff
Health records clerks
Customer care in healthcare
K.C.S.E. graduates
Career switchers

Course Content

Module 1 Hospital Administration (4 hrs)

Understand hospital structures, functions, administrative roles, and workflows in healthcare settings.

Module 2 Communication Skills (6 hrs)

Master verbal/non-verbal communication, telephone etiquette, and conflict resolution techniques.

Module 3 Customer Care Principles (6 hrs)

Learn effective patient engagement, handling inquiries, and managing complaints professionally.

Module 4 Record Management (5 hrs)

Develop skills in medical filing systems, archiving procedures, and proper patient data handling.

Module 5 Billing & Claims (5 hrs)

Understand NHIF, SHA, SHIF processes, and managing patient accounts efficiently.

Module 6 ICT in Healthcare (6 hrs)

Gain practical knowledge of hospital management systems and medical software applications.

Module 7 Professionalism & Ethics (4 hrs)

Learn confidentiality protocols, professional conduct, and patient rights in healthcare.

Module 8 Practical Sessions (4 hrs)

Hands-on training with simulated reception duties, system use, and communication exercises.

Entry Requirements

K.C.S.E (D plain or higher)
Relevant experience in healthcare or customer service

Duration & Schedule

Total Hours: 40 Hours

Full-Time: 2 Weeks (Mon–Fri, 9am–1pm or 2pm–6pm)

Part-Time: 4 Weeks (Evenings or weekends)

Certification

Upon successful completion, students receive a Certificate in Hospital Administration

Includes student ID card for campus access

Course Fee

KES 16,000

Comprehensive package includes tuition, course materials, examinations, student ID, and official certificate

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