Job Information
Job Description
Job Summary
This role is responsible for attaining a seamless level of service throughout the customer’s journey and for ensuring a superior quality experience for patients through continuously training and refining of processes and staff.
Responsibilities
- Coordinate all customer care, medical records and patient journey functions in the facility
- Achieve heightened levels of patient satisfaction/experience
- Liaising and working with clinical and non-clinical staff to ensure a flawless level of service through the patient journey
- Supporting team member with orienting, training, and counselling team to achieve KPIs and patient satisfaction
- Maintain rapport with patients/customers/clients and the medical team
- Conduct performance appraisals within the department
- Clinic management
- Other duties as assigned by HOD.
Key Result Areas / Performance Goals:
- Error-free registration of all categories of patients
- Response to enquiries from Call centre
- 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 Qualifications
- A Bachelor’s degree or it’s equivalent in the Social sciences and 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 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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