Open to opportunities

Caren Shamala

@carenshamala

Message

Customer care and billing professional focused on compassionate, accurate patient support.

Kenya

Message

What I'm looking for

I’m looking for a healthcare/customer support environment where I can be the first point of contact, handle calls and scheduling, resolve billing and service questions professionally, and grow through team collaboration while delivering compassionate, excellent patient experiences.

I’m a customer-focused Contact Centre Agent with experience as a patient’s first point of contact. I help in first communication with healthcare facilities and their patients by answering incoming calls, addressing queries, and ensuring every interaction feels responsive and compassionate.

In my current role at Kenyatta University Teaching, Referral & Research Hospital, I manage multiple lines simultaneously—scheduling appointments, providing information about healthcare services, confirming insurance details, and routing calls to the appropriate healthcare personnel. I thrive in a dynamic environment where my dedication to compassionate care and excellent service directly impacts patient well-being.

Previously, I supported billing and reception functions across hospitals and medical centres. I managed incoming payments and issued receipts, tracked client accounts and outstanding balances, prepared invoices and credit memos, and updated systems with payment and financial data—while upholding strict client confidentiality policies.

I also built strong front desk and coordination experience at Penda Medical Centre by welcoming and greeting patients, managing wait times, handling inquiries, and escalating patient complaints when needed. With a Diploma in Front Office Operations and a reputation as a fast learner and team player, I’m ready to learn and gain experience in any field where I’m given the opportunity.

Experience

Work history, roles, and key accomplishments

Contact Centre Agent

Kenyatta University Teaching Hospital (KUTRRH)

Apr 2023 - Apr 2026 (2 years 11 months)

Served as the first point of contact for patients and general clients, handling incoming calls and helping with appointment scheduling, service information, insurance details, and call routing. Maintained customer records, resolved complaints professionally, and supported patient experience through multitasking, prioritization, and service feedback.

Customer Service Call Handling Appointment Scheduling Insurance Verification Routing Patient Communication Complaint Resolution Multitasking Prioritization Problem Solving

Billing & Receptionist/Customer Care

Canon Medical Hospital Bungoma

Apr 2022 - Aug 2022 (4 months)

Handled receptionist and customer care duties, including identifying customer needs, managing telecommunications and security systems, and coordinating front-desk workflow and message delivery. Also supported billing activities such as tracking incoming payments, issuing receipts, preparing invoices, maintaining client accounts, and upholding client confidentiality policies.

Reception Customer Care Telecommunications Support Security Systems Event Coordination Payment Tracking Invoicing Credit Memos Billing Support Confidentiality

Billing Officer

Maxicure Hospital Limited

Jun 2021 - Apr 2022 (10 months)

Managed client billing operations by keeping accurate records of accounts and outstanding balances, sending invoices and account updates, and updating payment information in the system. Supported collections by issuing receipts, addressing billing questions, notifying clients of payment deadlines, and preparing billing reports while maintaining client confidentiality.

Billing Client Account Management Invoicing Payment Reconciliation Receipt Billing Support Confidentiality

Clinical Coordinator

Penda Medical Centre

Apr 2018 - Feb 2021 (2 years 10 months)

Coordinated front-desk and patient services, greeting patients, managing wait times, handling complaints, and providing clear information about services, products, and pricing while maintaining confidentiality. Managed incoming calls and escalations, supported registrations and billing across multiple payment methods, and handled insurance/NHIF processes and EMR procedures, including insurance cla