Clinical Lead at Murtala Muhammed Foundation

Position Summary:

The responsibilities of the doctor, clinical lead is to coordinate and oversee activities of all medical practitioners and doctors (Full time & Volunteers) on the MEDASSIST telemedicine program, manage operations and expansion of Medassist while ensuring compassionate, effective and efficient delivery of high quality service to the client/patients.    

JOB DESCRIPTION

• Coordination and supervision of the activities of clinical team members
• In liaison with Project Supervisor establish clinical team members work schedules daily and weekly. 
• Organize and assign duties and tasks to clinical team members.
• Establish with the call supervisor the clinical team member work schedules monthly
• Monitor inbound and outbound call and emails responses to assess agent’s demeanour, customer service performance, and conformity to training manuals and procedures.
• Continuous work with management on the strategy and expansion of the MedAssist Program.
• Comprehensive understanding of the process workflow, scripts and standard operating procedure (SOP) and also ensure compliance by all medical practitioners as well as train them on it.
• Ensure clinical policies and procedures comply with current state and federal regulation and also create processes on how the team can be coordinated and the project executed successfully.
• Regular review of script for the medical practitioners on the system in line with stipulated medical protocol as they emerge in liaison with the project supervisor
• In charge of recruitment and on boarding of new volunteers and medical practitioners
• Development and responsible for continuous training of the clinical team on the program.
• Monitor daily performance of clinical team members to ensure duties are completed accurately, efficiently and timely. 
• Evaluate performance of clinical team members and conduct verbal and written performance evaluations at least weekly in the first month and discretionary moving forward.
• Preparing reports and analyzing data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Manage procurement, logistics, workflow management and propose solution to improve procedures
• Any other assigned task.

SKILLS/QUALIFICATIONS

• Degree in Medicine (MBBS)
• Minimum of 5 years work experience as a clinical lead or similar position is an added advantage
• Must have psychology experience
• Telemedicine/Call centre or customer care experience will be a plus
• Good Administrative, planning and presentation skills
• Excellent written, oral and communication skills
• I.T Savvy and ability to understand technology and work with different software
• Must be able consult in English and another language
• Fluency in a language