Admin & Customer Service Lead at Synapse Resource Center

Job Summary

• The Admin & Customer Service Lead will oversee administrative functions across multiple Treatment Centers in the Consortium, working closely with the ASM Admin.
• This role ensures efficient inquiry management, training, and the introduction of a structured documentation system.
• In addition to heading the training arm of the admin department, s/he will develop and implement Admin SOPs and policies, support the incident reporting committee, and represent the admin department in meetings.
• This position is dedicated to providing exceptional services, resulting in high customer satisfaction and positive feedback.

Role and Responsibilities
Customer Service Lead Role and Responsibilities:
Inquiries Management:

• Regularly review and ensure that inquiry logs are up-to-date, capturing all inquiries received and actions taken.
• Use the approved scripts when responding to inquiries to maintain consistency and professionalism.
• Ensure prospects and clients are treated with respect, consideration and sensitivity.
• Ensure inquiries are responded to promptly by picking up the enquiry, passing it to the relevant officer and following up to ensure the patient is satisfactorily attended to.
• Monitor the follow-up process to guarantee timely responses and resolution of inquiries.
• Drive inquiry conversion rate across centres.
• Post live chat inquiries promptly in relevant groups and monitor the response rate of admin leads to these posts.
• Continuously develop and improve the Customer Service Manual and policies to improve customer service delivery.

Documentation:

• Usethe CRM to document and maintain accurate customer service/inquiry records.
• Collaborate with other admin staff to design and implement a structured filing system. This system should cover inpatient agreements, DAMA forms, search forms, leave requests, rotas, employee files, and other administrative documents.
• Ensure these documents are easily retrievable, securely stored, and comply with confidentiality standards.
• Periodic Checks: Conduct regular audits of the filing systems to ensure compliance and address any issues.
• Training: Educate staff on the importance of proper filing and document management.
• Review each client intake process (EMR Documentation & File creation), gathering the necessary information and ensuring accurate and confidential record-keeping.
• Ensure allinpatients and outpatient appointments are logged on the Appointment tracking software.
• Ensure Discharge plans are logged in Setmore within 72 hours of a patient’s discharge.

Customer Experience:

• Work with Admin Leads to ensure we provide exceptional services resulting in customer satisfaction and positive Feedback
• Develop a uniform patient experience process flow with scripts, processes and protocols that guide and educate Admin leads on their role in every aspect of the customer journey.
• Maintain systems for administering feedback to prospects, clients and their relations concerning our services, prices and operations via survey forms, telephone or in person.
• Produce monthly reports measuring customer satisfaction and disseminate feedback to the appropriate internal entities.
• Ensure customer issues are identified, escalated early and handled in line with the Complaints SOP.

Administrative Roles and Responsibilities:
Training and Development:

• Work with HR to ensure Admin Leads have regular in-house Customer Service Training.
• Regular Training Sessions: Plan and conduct regular training sessions for admin staff (Admin Leads, Cleaners, Cooks and other Staff) to keep them updated on best practices and new procedures.
• Train new staff on Setmore, Enquiry log systems, CRM, EMR, Documentation Spreadsheets and other Customer service-related software.
• Develop Training Materials: Create and maintain training slides and modules focusing on customer service guidelines and other relevant topics.
• Feedback Mechanism: Establish a system to gather feedback from training sessions to continuously improve the training process.

Others:

• Be involved in developing rotas for operational staff (Drivers, Cooks, Security, etc.), oversee schedules and review nursing & support workers' rotas to ensure work schedules are in line with contract provisions.
• Manage Central / Head Office Meeting calendars to ensure centre meetings are held and action points are followed up.
• Support the Incident Reporting Committee ensuring staff are aware of the incident reporting process and incidents are reported and handled in line with the Incident reporting framework.
• Provide weekly reports to the ASM Admin’s office on the following; enquiry log, feedback and service delivery, complaints, Bed Occupancy and other relevant decision-making indices.
• Perform HR responsibilities at the locality level including but not limited to onboarding, staff documentation, recruitment, monitoring staffing levels, leave requests processing and working with the HR team in filling out vacancies and handling complaints/ performance issues.
• You may be expected to be part of special projects related to and non-related to your department.
• Perform other duties so assigned

Qualification and Experience

• First Degree in Business Administration, Human Resources or another relevant course. A master’s in business administration is favourable
• Previous working experience in operations and administration for 4 years
• Hands-on experience in employee administration and succession planning.
• Thorough knowledge of administrative changes
• Excellent organizational and leadership skills
• Excellent communication, interpersonal and presentation skills
• Outstanding analytical and problem-solving abilities
• Professional certifications such as ICSAN, and CIPMN are highly favourable