Customer Care Team Lead at I-Sense Ville Consult

Job Overview:

The Customer Care Team Lead will play a pivotal role in ensuring exceptional patient care and satisfaction by overseeing the customer service operations of a healthcare facility located in Ogudu, Lagos. This role requires a candidate with substantial experience in customer service within the healthcare industry, particularly with HMO services, to lead a dedicated team of customer care professionals. The successful candidate will manage daily customer service functions, address patient inquiries and concerns, and foster a compassionate, patient-centric environment. Living close to Ogudu is preferred due to the full-time nature of the role.

Salary: ₦250,000 per month (Gross)

Key Responsibilities:

• Leadership & Team Management: Lead and manage the customer care team, providing guidance, support, and training to ensure the delivery of high-quality service.
• Healthcare Experience: Oversee customer service operations specifically within a healthcare setting, ensuring that patient interactions meet industry standards.
• HMO Services: Ensure efficient handling of inquiries related to health management organizations (HMO) and other health insurance services.
• Patient Support: Serve as the primary point of contact for patients, assisting with inquiries, scheduling appointments, and providing accurate information about services.
• Complaint Resolution: Address and resolve patient complaints and concerns promptly, ensuring a positive patient experience.
• Collaboration: Work closely with medical and administrative teams to improve service delivery and enhance overall patient experience.
• Records Management: Maintain accurate records of patient interactions, feedback, and resolutions, ensuring adherence to privacy and confidentiality policies.
• Policy Adherence: Ensure compliance with company policies, procedures, and standards, while continuously looking for ways to improve customer care operations.

Qualifications:

• Education: BSc/HND in a relevant field.
• Experience: A minimum of 3 years of experience in customer service, specifically within the healthcare industry, with at least 2 years in a leadership role.
• HMO Expertise: Proven experience handling health management organization (HMO) queries and services.
• Problem-Solving Skills: Demonstrated ability to resolve complex patient issues with tact and professionalism.
• Communication Skills: Strong communication and interpersonal skills, with a compassionate approach to patient care.
• Organizational Skills: Ability to manage multiple tasks in a fast-paced environment while maintaining attention to detail.
• Technical Proficiency: Competence in using computer systems and relevant software for scheduling, records management, and reporting.