Customer Service Manager at Clinix Healthcare Nigeria

• Clinix Healthcare is seeking a dynamic and experienced Customer Service Manager to lead our front desk, admissions, and patient experience team. We are committed to delivering compassionate, efficient, and high-quality healthcare services, and we are looking for a professional passionate about enhancing patient satisfaction, streamlining operations, and fostering a positive environment for patients, families, and staff.

Responsibilities

• Oversee daily operations of the customer service, front desk, admissions, and reception teams to ensure smooth patient flow and exceptional service delivery.
• Develop and implement customer service policies, standards, and procedures to improve patient experience and satisfaction.
• Supervise, mentor, train, and evaluate customer service staff, including performance management and professional development.
• Handle escalated patient complaints, inquiries, and feedback promptly and effectively, ensuring timely resolution and follow-up.
• Monitor key performance indicators (KPIs) such as patient wait times, satisfaction scores, appointment scheduling accuracy, and service quality metrics.
• Collaborate with clinical, administrative, and other departments to align customer service efforts with overall healthcare goals and patient care excellence.
• Ensure compliance with healthcare regulations, patient confidentiality (e.g., data protection), and ethical standards in all interactions.
• Manage front office resources, including scheduling, inventory of patient-facing materials, and coordination of appointments and referrals.

Requirements & Skills

• Proven leadership experience in customer service management, with strong focus on team motivation and performance improvement.
• Excellent interpersonal, communication, and conflict resolution skills to interact effectively with patients, families, and multidisciplinary teams.
• Strong organizational and multitasking abilities in a fast-paced healthcare environment.
• Empathy, patience, and a genuine commitment to patient-centered care and service excellence.
• Analytical mindset to interpret data, identify trends, and implement process enhancements.
• Proficiency in Microsoft Office suite and familiarity with healthcare management software or electronic health records (EHR) systems is desirable.
• Ability to work under pressure while maintaining professionalism and attention to detail.

Qualifications

• Bachelor’s degree (BSc/HND) in Business Administration, Healthcare Administration, Management, Marketing, or a related field.
• Minimum of 3–5 years of experience in customer service management, preferably in a healthcare, hospital, or clinic setting.
• Previous supervisory or managerial experience leading customer-facing teams.
• Strong understanding of Nigerian healthcare regulations and patient rights.