HOSPITAL ADMINISTRATION AND CUSTOMER CARE

Certificate in Hospital Administration

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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 Introduction to Healthcare Systems (4 hrs)

Overview of health systems in Kenya and globally, structure and function of healthcare institutions, roles and responsibilities in hospital management.

Module 2 Principles of Hospital Administration (6 hrs)

Hospital organizational structure, facility management, record management and medical documentation, financial and budgetary processes in hospitals.

Module 3 Human Resource and Team Management (6 hrs)

Staff recruitment and scheduling, performance appraisal, conflict resolution and motivation, ethics and professionalism.

Module 4 Customer Care in Healthcare (5 hrs)

Communication skills, handling patient complaints, customer satisfaction and feedback mechanisms, front office management.

Module 5 Health Information Systems and ICT (5 hrs)

Electronic health records, basic hospital management systems, data security and confidentiality.

Module 6 Quality Assurance and Regulatory Compliance (6 hrs)

Hospital accreditation standards, infection prevention and control basics, legal and ethical issues in hospital administration.

Module 7 Hospital Billing and Insurance Systems (4 hrs)

Fundamentals of hospital billing procedures, understanding SHA and private insurance providers in Kenya, claims processing and reconciliation.

Module 8 Practicum/Project (4 hrs)

Hospital attachment or case study presentation for practical application of learned concepts.

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: 12 Weeks (Mon–Fri, 9am–1pm or 2pm–6pm)

Part-Time: 12 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 61,700

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

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