Customer Care Team Lead at Lagoon Hospitals

Location: Ikoyi, Lagos
Reports to: Head, Customer Experience and Business Operations

Summary of Duties

• This role is responsible for attaining flawless level of service throughout the customer's journey and ensuring superior quality experience for patients through continuous training and refining of processes and staff.
• Coordinate all customer care, medical records and patient journey functions in the facility.
• Achieve heightened levels of patient satisfaction/experience.
• Liaise and work with clinical and non-clinical staff to ensure flawless level of service through the patients’ journey.
• Support team members with orienting, training, and counseling to achieve KPIs and patient satisfaction.
• Maintain rapport with patients/customers/clients and medical team.
• Conduct performance appraisals within the department.
• Clinic management.
• Other duties as assigned by HOD.

Key Result Areas:

• Error free registration of all categories of patients
• Prompt response to enquiries from Call center
• 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 Requirements

• A Bachelor's Degree or its equivalent in the Social Sciences or 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 be 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.