Floor Manager at PPC Limited

Location: Ikeja, Lagos
Employment Type: Full-time

Summary of Job Roles

• Effectively coordinate and direct customer relations team to ensure excellent customer service delivery and achieve the strategic goals of the business
• Carry out patient triage and risk assessment as required.
• Implement effective patient scheduling and Doctors’ workflow management
• Patient information management and counselling.

Summary of Roles / Responsibilities

• Effectively coordinate and direct customer relations team to ensure excellent customer service delivery.
• Conduct periodic reviews and evaluations of team members.
• Improve overall department and organization efficiency and performance.
• Identify opportunities by coming up with strategic processes and procedures that enhance internal processes.
• Work closely with new team members to intimate them about the company policies and best practices for engaging clients.
• Plan, prioritize and delegate tasks to ensure the proper functioning of the department.
• Evaluate and manage team performance.
• Create and run reports used in tracking customer needs for better service delivery.
• Analyze and evaluate customer support surveys, questionnaires etc. and prepare action plans for improvement.
• Implement strategic plans that improve the company’s revenue through efficient customer service.
• Perform business market analysis that determines customer needs and new opportunities to further improve client service experience.
• Ensure that departments/units are aware of concerns raised by customers and effectively deploy corrective actions.
• Coordinate the department to ensure compliance with the organization’s customer service ground rules.
• Carry out patient triage and risk assessment as required.
• Implement effective patient scheduling and Doctors’ workflow management
• Ensure meaningful patient information management and counselling
• Maintain efficient standard operating system for the customer relations department.
• Set individual staff objectives and ensure the achievement of the target for high-quality service.
• Investigate all issues on the floor, resolve and or escalate matters arising as the case might be.
• Prepare reports to track the performance of employees to enhance efficient evaluation.
• Manage on-the-job challenges of each employee to enhance productivity.
• Monitor the workflow and maintain an efficient rapport between the floor employees and other stakeholders.
• Schedule shifts, and engage proactive solutions when there is a gap in shift coverage.
• Maintain tranquillity and decorum on the floor, and seamless flow in transactions and processes to customers’ satisfaction.
• Systematic follow-up on customers and clients before and after each visitation.

Qualification and Person Specification

• B.Sc. in Nursing.
• The ideal candidate should be an experienced Nurse.
• At least 5 years of proven work experience as a Client/Patient service team lead.
• In-depth knowledge of performance metrics.
• Must have sound computer skills, especially in the use of MS Excel, MS Word, and Powerpoint.
• Excellent communication and leadership skills.
• Organizational and time-management skills.
• Decision-making skills.
• Radical in effecting change, change process and management.
• Proactive and highly principled.
• Must possess excellent communication skills and report writing skills.
• Excellent interpersonal skills.