JOB TITLE: Customer Care Team Lead
JOB LOCATION: Ikoyi, Lagos
Employment Type: Full-time
Reports to: Head, Customer Experience and Business Operations
JOB DETAILS
- This role is responsible for attaining flawless level of service throughout the customer’s journey and ensuring superior quality experience for patients through continuous training and refining of processes and staff.
- Coordinate all customer care, medical records and patient journey functions in the facility.
- Achieve heightened levels of patient satisfaction/experience.
- Liaise and work with clinical and non-clinical staff to ensure flawless level of service through the patients’ journey.
- Support team members with orienting, training, and counseling to achieve KPIs and patient satisfaction.
- Maintain rapport with patients/customers/clients and medical team.
- Conduct performance appraisals within the department.
- Clinic management.
- Other duties as assigned by HOD.
Key Result Areas:
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- Error free registration of all categories of patients
- Prompt response to enquiries from Call center
- Appropriate collections of approvals
- Appropriate and timely out-patient billing
- Compliance with case files
- Escalation of patient complaint to Patient Experience Team
- Compliance with the ACC and other relevant Standard Operating Procedures and policies.
Job Requirements
- A Bachelor’s Degree or its equivalent in the Social Sciences or Humanities discipline.
- A minimum of 5 years post NYSC experience is required, with at least two years managing a team.
- Customer service experience in the healthcare or hospitality industry will be an added advantage.
- Quality Assurance / Quality Improvement experience in the healthcare or hospitality industry will also be an added advantage.
Core Competencies:
- I-CARE attitudes (Integrity, Compassion, Attentiveness, Respect, Excellence and Empathy)
- Technology savvy
- Attention to details
- Good interpersonal and communication skills
- Ability to handle stress and crisis situations
- Service oriented, courteous, and a good team player.
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Deadline: August 20, 2021
Job Features
Job Category | Customer Service |