Dr. Joyce Sitonik

In this Committee I represent the private sector provider perspective. This has enriched the comprehensive end to end value chain approach adopted by KHF enabling all stakeholders in the value chain ecosystem of healthcare services ride the Covid-19 pandemic. The role requires regular participation in multi-stakeholder forums chaired by the Ministry of Health, Kenya in which I continually give sector insights. Under this committee, I am in addition the technical lead representing KHF in the KEPSA-MOH Covid-19 Vaccine partnership for the J&J vaccine for the KEPSA member companies across Kenya. In this program, we have successfully brought together a PPP arrangement leveraging on the MOH vaccine supply chain infrastructure, Private & FBO facilities across Kenya and the KEPSA network (c/o Dalberg Advisors) and are plugging in on the accelerated vaccine initiative mandated by MOH.

Team: 21 Branch Managers and growing, 1 Head of Pharmacy Services, 1 Head of Laboratory Services, Chief Specialists, Logistics Administrator, Head of Medical Examinations and Administrative Assistant > A member of the Senior Management Team reporting directly to the Managing Director. > Key roles/competencies: o Strategy formulation: Participated in the formulation of the AAR Healthcare Strategic plan 2022-2024 including cascading the strategic plan through department heads and performance KPIs o Business development at B2B level through stakeholder engagement- insurance companies, new product development and strengthening existing services in Strategic Business Units o Sustainability management through: keeping cost to patient affordable, managing direct costs including staff costs and consumable costs and developing mutually beneficial products for key stakeholders e.g. the Chronic Disease Management program. o Leveraging IT for core business functions as well as enhancing customer experience: Thought leadership in automating processes to improve patient care and compliance to STGs/SOPs as well as improving user experience. o Financial management: Development of corporate and project specific business cases and budgets and budget compliance management o People Asset strengthening: Performance management through the Balances Score Card (BSC); supervisor and manager oversight and mentorship; employee coaching for growth. o Recognized for exemplary team leadership and business support in 2018 and 2019 as voted by staff.

In-charge of overall operations of AAR Healthcare Kenya while driving business goals including employee motivation, customer focus, business growth and profitability.

This role entails development and continuous revision of operational guidelines and patient management guidelines in the face of the Covid-19 Pandemic. This has enabled business continuity throughout the pandemic, responsive guidelines to changing tides, quick recovery from critical incidents and minimized direct impact on staff, patients & SBUs as a whole. The role continues to evolve as we understand the Covid-19 virus better and experience different facets of the dynamic pandemic.

Wellness Programs: Coordinating the wellness program for the organization which means designing and executing corporate wellness programs at B2C and B2B level. In 2016, spearheaded a wellness program for an organization with >200 branches in Kenya, touching >2400lives and contributing significantly to top-line. This was the beginning of a successful program that sees >5,000 people screened every year since 2016 for non-communicable diseases and those with high risk enrolled into management program. The program runs in 21 out-patient centers spread out in different counties in Kenya Preventive programs, also under the Wellness program, include interventions like targeted health content in the form of bulk SMS, e-shots and videos in Facebook/Twitter/Youtube, health talks to corporates and vaccine initiatives.

Team: 30 clinical staff- doctors, nurses, pharm techs, lab techs, records officers, sonographers, dentists; 10 specialists; 1 Clinic Accountant; 1 Business Development Executive; General Assistants Patients: Average 100 patients per day > Key Roles/Achievements: o Performance management for all staff including designing and implementing performance improvement plans, requests for training and separation management o Enhance customer experience at the outpatient center. Maintained a Net Promoter score of >90% o Development of new services e.g. dental services and enhanced chronic disease management to be the center with one of the highest number of patients under follow up o Lead the team to meet financial targets as set in the budget: recognized for excellence in financial performance in 2017 o Reengineered the company wellness program and succeeding in carry out two major wellness programs across >200 bank branches each for two of the largest banks in Kenya, attending to a combined >5,000 clients. The Managing Director recognized me for exemplary coordination and business contribution in 2016. o Business Development and Key Account management enabled visit growth with growth from accounts key accounts achieving >30 visit per month from the top 5. o 100% financial audit score compliance

Growth in patient visits, Coordination of care, Quality assurance, Customer complaint management, Management of external relationships- B2B and B2C, Directing digital media content as concerns the clinic, Directing sales activities, Staff management in terms of Oversight of Rotas and performance management, Revenue growth

Clinical lead in the designing and customization of a new EMR to meet local business needs, pilot testing and mock 'go-live', planning of the implementation and then actual implementation. This was paralleled by focus group training throughout the clinical departments and for finance team. This process happened in Kenya and Uganda, and it was very successful resulting in >90% automation of business and clinical processes. Subsequently I have participated in system updates and redesign to meet unprecedented needs. We are now going to level 2 in the next few months to activate the customer portal of the EMR.

Bachelors degree in Medicine and Surgery