Customer Experience Manager at Lagoon Hospitals

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

Job Description
This role is responsible for attaining seamless level of service throughout the customer's journey and for ensuring superior quality experience for patients through continuously training and refining of processes and staff.

Summary of Responsibilities

• Coordinate all customer care, medical records and patient journey functions in the facility
• Achieve heightened levels of patient satisfaction/experience
• Liaising and working with clinical and non-clinical staff to ensure flawless level of service through the patient journey
• Supporting team member with orienting, training, and counseling team 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 / Performance Goals:

• Error free registration of all categories of patients
• 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 Qualifications

• A Bachelor's degree or its equivalent in the Social sciences and 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 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.