Admin and Customer Service Lead at Synapse Resource Center

Location: Lagos, Mainland

Job Summary: Responsible for supervising daily operations of the company, plan the most efficient administrative procedures and also act as a liaison between clients and the organization by assisting with complaints, billing and other queries.

Responsibilities

Customer Service Functions:

• Manage clients and their requests by responding to questions and complaints through means such as telephone calls, emails etc in a timely manner.
• Ensure customer retention and increase our customer base.
• Keep proper records and updated customer and clients' database.
• Maintain logs and records of calls, hard copies of patients’ files, billing activities and other information.
• Opening of patients’ files for newly registered patients, allotting hospital and medical record number and retrieving of patients files when clients come for follow up.
• Check that all discharged patients are properly followed up by primary Clinicians.
• Take enquiries from patients or their relatives with regards to our services, prices and operations either via telephone or in person.
• Focus on providing exceptional services resulting in customer satisfaction
• Attempt to resolve and de-escalate any issues in a calm manner
• Exhibits a detail oriented etiquette and friendly attitude at all times when answering telephone calls
• Appropriately schedules patient appointments for consultations, evaluations, treatments, follow-up, or re-evaluation
• Responsible for maintaining and updating patient medical records.

Admin. Function:

• Plan and coordinate administrative procedures and systems and devise ways to streamline processes
• Receive, dispatch and disseminate official correspondence.
• Ensure the availability of necessary supplies by identifying procurement needs of the facility (reception, departments, kitchen, and wards)
• Ensure effective planning and execution of operations by reducing waste levels
• Ensure the facility and the office premises is always neat and tidy.
• Ensure the kitchen unit, driving unit, cleaning unit and security unit    deliver professional services.
• Work with the Business team to develop excellent proposals
• Ensure the smooth and adequate flow of information within the company to facilitate other business operations
• Manage schedules and deadlines
• Identify Staffing needs and relate it to HR
• Comply with and maintain knowledge of company’s policies on dressing, attendance, computer usage, security, and confidentiality.
• Monitor inventory of office supplies and the purchasing of new material with attention to budgetary constraints
• Monitor costs and expenses to assist in budget preparation
• Oversee facilities services, maintenance activities and tradespersons
• Organize and supervise other office activities (recycling, renovations, event planning etc.)
• Ensure operations adhere to policies and regulations
• Ensure proper filling and documentation
• Keep abreast with all organizational changes and business developments

Requirements and Experience

• Minimum of B.Sc. in any related course, a Master’s degree will be an added advantage.
• Minimum of 3 years’ work experience as an Admin/ Customer Service personnel

Required Skills/Competencies:

• Proven ability to execute complex and detailed processes and procedures timely, accurately and consistently.
• Ability to multi task, prioritize work flow and complete task with a high level of organization, responsibility and efficiency.
• Ability to adapt in a faced paced and changing environment
• Strong problem solving and resolution skills
• Ability to work independently and as part of a team
• Must possess some emotional intelligence for customer management
• Proficient in the use of MS Suit