Job Level : JL-3

Job Title : Clinic Relationship Manager

Years of Experience : 3+

About Ilara Health

At Ilara Health we are building a network of technology-enabled primary healthcare clinics (PHCs) delivering affordable, quality healthcare to Africas under-served communities by partnering with local providers across the continent. Founded by entrepreneurs passionate about the role technology can play in improving health outcomes, Ilara Health helps over 2,000 clinics spread across Kenya to deliver care to over 3 million patients each year. Ilara Health is a venture-backed company on an aggressive growth path and this is an opportunity to get into an exciting, early stage startup that is bound to make an impact on healthcare outcomes in Africa.Ilara Health brings together individuals from diverse backgrounds, including biochemists, data scientists, computer scientists, journalists, marketers, cybersecurity experts, and finance professionals. We are seeking team members who share our passion for primary healthcare, embrace bold questioning, and thrive on creating impactful solutions using technology. Committed to building a network of primary healthcare clinics (PHCs) that provide affordable, high-quality care to low and middle-income demographics in Africa, we are guided by our core values. These values shape our culture and actions. 'Get it done' reflects our dedication to excellence and delivering results for our clients. 'Growth is life' signifies our holistic approach to growth, embracing trial and error in our pursuit of excellence. 'Remember why we exist' anchors our focus on customers' needs, while 'Heart of a champion' propels us to go the extra mile. Our passion for 'Do it better' fuels innovation and learning, driving our commitment to improve healthcare access in Africa.

The Role

The Clinic Relationship Manager serves as the primary liaison between Ilara Health and partner clinics. This role combines relationship management, operational oversight, and quality assurance to ensure both successful partnerships and excellent patient care. The ideal candidate will drive clinic performance, maintain compliance standards, and foster strong relationships with clinic owners and staff.

Responsibilities

• Compliance Management
  • Ensure all partner facilities maintain valid licensing, certifications, and required documentation.
  • Maintain updated contract records and training registers.
  • Organize and document all compliance materials on Google Drive.
  • Conduct regular audits to identify and address compliance gaps.
  • Ensure processes, procedures and departmental expectations are adhered to.

• Relationship Management
  • Serve as the primary point of contact for clinic owners and key stakeholders.
  • Conduct and document weekly interactions with clinic owners.
  • Proactively identify and address partner concerns and opportunities.
  • Implement strategies to maintain high clinic owner satisfaction scores.
  • Gather, analyze, and coordinate response to partner feedback.
  • Oversee the successful execution of clinic launches for new clinics.
  • Ensure that an up-to-date and valid partnership agreement is in place, that all terms of the contract are complied with, and that any changes to or deviations from the contract are approved and documented according to procedure.

• Facility Performance & Operations
  • Drive end-to-end pharmacy performance, including revenue generation, inventory monitoring (e.g. losses or reimbursements), and other cost drivers affecting profitability.
  • Review and sign off on monthly P&L and profit share, including any relevant loans or deductions.
  • Identify and oversee the implementation of opportunities for service improvement or business growth within the pharmacy and clinic as a whole.
  • Ensure smooth operations of the pharmacy, addressing issues promptly.
  • Organize and execute medical camps or other initiatives within established timeframes after
    clinic launch.
  • Support recruitment, training, and development of clinical staff.

• Clinical Quality Assurance
  • Train and onboard staff on clinical protocols and HMIS usage.
  • Conduct regular encounter audits to ensure quality standards.
  • Generate monthly reports on clinical quality metrics for each facility.
  • Drive HMIS compliance and proper usage across pharmacy and clinical operations.
  • Implement and monitor adherence to clinical SOPs and quality standards.
  • Achieve high mystery shopper report scores across all evaluated areas.
  • Collect comprehensive patient feedback on a quarterly basis.
  • Maintain high patient satisfaction scores as per KPIs

Requirements

• Bachelor's degree in Healthcare Administration, Nursing, Pharmacy, or related field.
• 3+ years of experience in healthcare facility management or clinic operations.
• Strong understanding of healthcare compliance requirements.
• Proven track record in project management, specifically in healthcare settings.
• Proficiency with healthcare management information systems (HMIS).

Who You Are

• Demonstrated ability to build and maintain professional relationships.
• Experience in performance management and quality improvement.
• Excellent communication and interpersonal skills.
• Ability to Anticipate issues and act decisively, and interpret clinic performance data to inform action.