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  • Posted: Aug 18, 2021
    Deadline: Aug 20, 2021
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    Lagoon Hospital was first established in 1986 with Lagoon Hospital Apapa, now the flagship hospital, followed by Lagoon Hospital Ikeja and Lagoon Hospital Victoria Island. The Group has since added 2 new locations: Lagoon Clinics in Adeniyi Jones, Ikeja and Lagoon Specialist Suites in Victoria Island bringing a total of 5 locations to date. Lagoon Hospitals ...
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    Customer Care Team Lead

    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.

    Method of Application

    Interested and qualified? Go to Lagoon Hospitals on docs.google.com to apply

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